Honda Canada Workforce Management (WFM) Representative in Markham, Ontario


REPORTS TO: Supervisor, Customer Quality Centre


The WFM Representative will manage RTA on a daily basis for all HFS & CH departments to achieve Service Levels (SL) and Abandon Rate (AbR) targets. They are responsible to recommend initiatives to assist departments with adversities, which could hinder SLs and AR, such as unscheduled absences, and high call volumes. Responsible for adjusting adherence of schedules on a daily basis for all associates in CR, Credit, Funding, DCD, Techline, Warranty, CRC, CS and Collections/NRC. WFM Representatives are also responsible for reviewing and approving all time off requests for supported departments. Representatives also provide monthly departmental and associate performance reports to all department Managers and Supervisors. They will also forecast call volumes for all departments, analyze, and report trends regarding associate performance and call volumes.


  • Manage Daily Service Levels by monitoring queues to ensure all departments fall within the 80% SL and 5 % AbR goal

  • Creating/analyzing reports by pulling data from the Avaya and Verint systems to provide month end results to the respective department Supervisors/Managers

  • Review schedule adherence for Customer Care Group (CCG), Financial Services Division (FSD), Honda Canada Customer Relations, Warranty, DCD and Techline associates on a daily basis by adjusting schedule changes for ad-hoc activities. Approve all time off requests according to business rules

  • Ensure queue coverage for all CCG, CH CR, DCD, Warranty, Techline and FSD departments by creating/editing/updating skillset assignments in the Avaya system and reassigning associate tasks as required based on agreed business plans

  • Adjust Call Volume Forecasts weekly based on recent call volume trends and outside factors that may influence a department’s call volumes (Mailers, Marketing Campaigns, Recalls, etc.)

  • Work with Manager/Supervisor to develop and maintain department SOPs

  • Undertake additional duties and projects when required


  • Minimum post-secondary education

  • Completed Workforce Management, Verint or other WFM system courses are preferred

  • Minimum 2 years of workforce management experience or in related position

  • Minimum intermediate skill level with Microsoft Office – Particularly Excel, Word & PowerPoint

  • Ability to analyze reports, determine trends and make recommendations to management to enhance efficiency and meet targets

  • Ability to display leadership, initiative, integrity, and strong attention to detail and accuracy

  • Ability to apply numerical calculations to reporting and/or identification of issues

  • Must entail excellent communication and presentation skills, verbal and written

  • Flexible and approachable, ability to prioritize high volumes of work, effective organizational and time-management skills, strong problem solving and analytical skills

  • Ability to visualize, articulate and solve both complex and simple problems and concepts to make fact based decisions

  • Strong time management skills for a fast paced environment

  • Excellent communication and presentation skills, verbal and written


  • Develops and maintains good working relationships with all members of the team

  • Develops and maintains good working relationships within Honda North America as well as all other internal and external stakeholders

  • Develop, establish and maintain good working relationship with Honda North America suppliers, partners, consultants, stakeholders and other network contacts

  • Enjoys team-building approach of management and department - shares results


Working Conditions

  • Normal

Physical Effort

  • Normal

Mental Stress

  • Normal

Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant's accessibility needs.

If you require accommodation at any time during the recruitment process please email Human Resources at or call (905)888-4331.

System ID: 2018-2110

Job Type (EN): Contract

Job Industry (Choose up to 3 industries) (EN): Automotive - Manufacturing and Parts, Automotive - Sales, Dealers and Service

Career Level (EN): Entry Level

Post End Date: 1/7/2019