Analyst, Workforce Management

About the role

Plays a key role in scheduling and resource utilization to deliver on campaign performance metrics with regards to workforce management.

Responsibilities

• Real-Time Intraday
  • Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM responsibility.
  • Critically evaluate schedules during creation and upon completion in all metrics for multiple lines of business - Forecast Variances, Service Level targets, AHT target variances, Staffing requirements, etc.
  • Identifies course of action or proposes solutions with supporting metrics relating to staffing deviations (Next day Extended Hours/Full day VTO, Schedule Adjustments etc.)
  • Collaborates with Workforce Management Supervisor and Director to implement scheduling strategies that are aimed at hitting targets related to call forecasting and service level.
  • Completes weekly OTL- Workday interface to ensure all agents under the WFM responsibility have timecards submitted
  • Responsible for all Aspect and/or Evolia updates impacting future schedules which includes scheduling coaching, team meetings, training and shift trades
  • Responsible for vacation selection and vacation changes for agents
  • Work in partnership with the Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM responsibility.
  • Attend all applicable Scheduling and forecasting meetings and take action items as required from these meetings.
  • Support the management team with implementation of new initiatives and projects from a real time perspective
  • Analyze staffing and routing changes based on observations with ability to make recommendation to your immediate supervisor, in a professional and positive manner
  • Manage and respond to all email received in the inbox in a timely and professional manner.
• Supports the management team with implementation of new initiatives and projects from a real time perspective
• Analyze staffing and routing changes based on observations with ability to make recommendation to your immediate supervisor, in a professional and positive manner
• Manage and respond to all email received in the inbox in a timely and professional manner.

Qualifications

• ACADEMIC TRAINING
  • College Diploma or combination or equivalent education and experience.
• WORK EXPERIENCE
  • 3+ years experience in scheduling in a contact centre environment
  • A previous background in Contact Centre Management and Workforce Management is an asset.
  • A previous background Aspect and Five9 an asset.
• SPECIFIC COMPETENCIES
  • Must be proficient in desktop applications including MS Office applications (i.e. Excel, Word and Access) and database management programs.
  • Strong understanding of call centre procedures, processes and technologies preferred.
  • Must be highly organized and detail oriented with demonstrated analytical skills and time management skills.
  • Demonstrated interpersonal skills with a winning customer service attitude and professional demeanour.
  • Ability to communicate with a high degree of tact and diplomacy.
  • Self motivated with the ability to take initiative and resolve problems independently.
  • Maintains own quality of work.
  • Open to change with a learning attitude towards work and to contribute to the team’s success in attaining overall objective.
  • The ability to multi-task and manage concurrent projects in a faced paced environment with limited supervision is required.
  • Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts, weekends and general holidays.

Benefits and Rewards

• Competitive Pay & Bonuses: Market-leading base salary with participation in the Employee Bonus Plan.
• Future Planning: Robust 401(k) plan with a 50% company match (up to 5%) and eligibility for the Cogeco Stock Purchase Plan.
• Health & Security: Comprehensive Medical, Dental, and Vision coverage. Company-paid Life Insurance (1x compensation), Short-Term and Long-Term Disability coverage.
• Work-Life Balance: Generous PTO, Company-recognized Holidays, Floating Holidays, and a comprehensive Flex Work Policy.
• Growth & Well-being: Tuition Reimbursement, opportunities for LinkedIn Learning subscriptions, and a complimentary Headspace Membership.
• Stay Connected: Complimentary and discounted broadband services (for those in our service area).