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Manager Intraday Resource Planning & Scheduling

OLG (Sault Ste. Marie)

Company: OLG
Job Type: Permanent Full
Posting Closes: July 6, 2022
Related Link: Visit website

GAME ON – OLG needs you

We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based casino channels. In our fiscal 2019-20 year alone, OLG delivered over $2.3 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

We are looking for a passionate Manager Intraday Resource Planning & Scheduling to manage and develop a high performing team of intraday (real-time) analysts to drive daily performance for our business, provide status reports and key performance metrics, review daily for trends and potential problems across all lines of business. In this role you will actively perform and support various tactical activities associated with effectively managing Contact Centre performance to meet service and budget targets. 


Reporting to the Senior Manager, Resource Planning & Optimization, the Manager Intraday Resource Planning & Scheduling will be empowered to:

Intraday Resource Planning & Scheduling

  • Develop protocols to monitor and manage service level performance, agent productivity (RTA – Real Time Adherence), and analysis, while directing and administering adhoc scheduling activities
  • Perform regular assessment of service level performance and reforecast where required
  • Produce comprehensive overview of service level drivers (Call volume, Abandon Rate, AHT, Transfer Rate, Schedules, Compliance, and Adherence) and make proactive recommendation on next steps
  • Oversee the development of schedules and scheduling approaches to improve service levels, staff utilization, reduce cost and achieve performance goals
  • Coordinates the assignment of schedules and works with leadership to ensure schedule adherence/productivity; Includes recommending schedules for training, meetings, RTO, PTO, or any offline activities.
  • Consult and provide recommendations to Customer Care leaders on intraday practices that will deliver on Customer Care objectives
  • Identify key performance indicators, identify areas of improvement and influence implementation within Customer Care
  • Locate and define new process improvement opportunities pertaining to WFM and Performance indicators
  • Prepare and provide inputs for Customer Care improvement plan for weekly/monthly/quarterly budget related requests
  • Monitor and track service impacting issues and coordinate with various vendors and lead liaison to resolve issues

People Leadership

  • Lead and develop a high performing team of senior analysts to drive the daily performance for business objectives, reports, and key performance metrics
  • Leverage skills to influence and motivate operations management team to achieve common Customer Care objectives


Work Experience: 3+ years of related work experience in a contact centre or related area, 5+ years of progressive workforce and management experience including people leadership, empowerment, real-time management and decision making

Education: Post-secondary degree or diploma, preferably in Business Administration, Operations or a related discipline

Knowledge:  Knowledge of contact centre best practices, performance measurement and quality improvement and vendor performance management, significant operational knowledge of Customer Care business processes and factors affecting customer service levels

Skills:  Strong leadership skills with the ability to challenge and support others to achieve results and develop capabilities, ability to interpret data, identify trends, produce solutions to complex problems, and identify process improvement opportunities, strong analytical skills to help drive the business through forecasting/scheduling and data analytics, advanced skills in various WFM, support operations and reporting tools and technology (i.e. Aspect, IEX, , PowerBI, JiRa, Salesforce, Tableau, Workday, Calabrio), and full-cycle team leadership skills. Advanced Proficiency using Microsoft Office tools including Excel, Word and PowerPoint is a MUST

Results Driven: A strong communicator, analytical thinker and problem solver

Leadership and Collaboration: A motivational people leader with the ability to establish and maintain positive working relationships with internal and external stakeholders at various levels throughout the organization

Licenses, Registrations, Certificates:  AGCO Category 2 Gaming Assistant Registration (Initiated at offer stage - employment is conditional upon obtaining and maintaining this license) 


Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario

Flexible Work Environment: to help balance both work and life

You Matter: family friendly work practices and remote work

Freedom to Innovate: supports new and better ways to be successful

Be your Authentic Self: environment that values diversity as a source of strength

Learning Galore: 24-7 access to robust online learning programs 

Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario

Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG – GAME ON!

OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including remote work.

Equity, diversity, and inclusion are essential elements of our culture, the cornerstone to our values of respect, integrity, stewardship, and excellence. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.

To learn more about OLG go to our website at  

We look forward to hearing from you, interested applicants please apply online by July 6, 2022.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at if you require accommodation at any time throughout the hire process.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Contact OLG (Sault Ste. Marie)