Senior Customer Support Director

Position: Senior Customer Support Director at Dayforce
Lead operational success as the Senior Customer Support Director at Dayforce in Toronto. Drive forecasting, planning, and performance management to enhance customer satisfaction and operational efficiency.

In this pivotal leadership role, you will ensure that Customer Support aligns with business strategy through effective workforce execution. Responsibilities include forecasting demand, planning staffing, and optimizing schedules while developing strong relationships with cross-functional teams. Your expertise in customer support environments will be crucial in managing and improving service levels.

Key Responsibilities:

• Develop and manage demand forecasts for staffing needs

• Collaborate with Finance on budget-aligned staffing plans

• Monitor real-time scheduling to protect service levels

• Create dashboards linking demand and operational outcomes

• Lead the Centralized Planning team for operational excellence

Requirements:

• 7+ years in workforce planning or operational analytics

• 3+ years leading workforce management teams

• Strong understanding of customer support operations

• Proven problem-solving abilities and technology skills

• Experience in delivering measurable customer satisfaction improvements

Elevate Dayforce's customer support operations with your strategic leadership and forecasting expertise.
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