Analyst, Workforce Management

FCT•Oakville, ON

1d•CA$84,500 - CA$103,400•Hybrid

About The Position

This resource will drive the objectives and disciplines towards forecasting, resource planning, operational system governance and reporting services, enabling contact center leadership teams to focus on attaining key performance objectives. Responsible for managing business system governance including forecasting, reporting and approval of operational changes for call flows, requests for new queue phone #’s as required, system music & voicing of call scripts. Responsible for accuracy of forecast, planning metrics and timely delivery of contact center data. Participate in strategic business planning as it pertains to forecasting and planning. Partner with the management team to share responsibility for meeting service level and response time objectives across all contact channels. Ensure that all departmental reporting deliverables are met. Provide leadership support for workforce management through identifying trends through Operational KPIs or critical business problems, and recommend solution(s) for process improvements to enhance the customer's experience while delivering return on investment opportunities back to the business units. Assist Directors & Managers within each line of business with the Intraday desk by monitoring real-time queue performance, offers guidance where necessary along with ad-hoc reporting to achieve a world class contact centre environment that correlates to our strategic priority of delivering exceptional customer experiences. Review new/change call flow requests and updates scripts and voicing as required. Creation and ongoing maintenance of reports and dashboards and a clear plan for adoption of the dashboards within the business. Conduct root - cause analysis of interaction data, identify trends/patterns or correlations. Deliver actionable insights and recommendations through data analytics to senior management across the organization including sales, product and service.

Requirements

Deep commitment to the customers and markets we serve.
Commitment to the success of each employee.
Desire for challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment.
Ability to drive objectives and disciplines towards forecasting, resource planning, operational system governance and reporting services.
Ability to manage business system governance including forecasting, reporting and approval of operational changes for call flows, requests for new queue phone #’s as required, system music & voicing of call scripts.
Ability to ensure accuracy of forecast, planning metrics and timely delivery of contact center data.
Ability to participate in strategic business planning as it pertains to forecasting and planning.
Ability to partner with the management team to share responsibility for meeting service level and response time objectives across all contact channels.
Ability to ensure that all departmental reporting deliverables are met.
Ability to provide leadership support for workforce management through identifying trends through Operational KPIs or critical business problems, and recommend solution(s) for process improvements to enhance the customer's experience while delivering return on investment opportunities back to the business units.
Ability to assist Directors & Managers within each line of business with the Intraday desk by monitoring real-time queue performance, offers guidance where necessary along with ad-hoc reporting to achieve a world class contact centre environment that correlates to our strategic priority of delivering exceptional customer experiences.
Ability to review new/change call flow requests and updates scripts and voicing as required.
Ability to create and maintain reports and dashboards and a clear plan for adoption of the dashboards within the business.
Ability to conduct root - cause analysis of interaction data, identify trends/patterns or correlations.
Ability to deliver actionable insights and recommendations through data analytics to senior management across the organization including sales, product and service.

Responsibilities

Manage business system governance including forecasting, reporting and approval of operational changes for call flows, requests for new queue phone #’s as required, system music & voicing of call scripts.
Ensure accuracy of forecast, planning metrics and timely delivery of contact center data.
Participate in strategic business planning as it pertains to forecasting and planning.
Partner with the management team to share responsibility for meeting service level and response time objectives across all contact channels.
Ensure that all departmental reporting deliverables are met.
Provide leadership support for workforce management through identifying trends through Operational KPIs or critical business problems, and recommend solution(s) for process improvements to enhance the customer's experience while delivering return on investment opportunities back to the business units.
Assist Directors & Managers within each line of business with the Intraday desk by monitoring real-time queue performance, offers guidance where necessary along with ad-hoc reporting to achieve a world class contact centre environment that correlates to our strategic priority of delivering exceptional customer experiences.
Review new/change call flow requests and updates scripts and voicing as required.
Create and maintain reports and dashboards and a clear plan for adoption of the dashboards within the business.
Conduct root - cause analysis of interaction data, identify trends/patterns or correlations.
Deliver actionable insights and recommendations through data analytics to senior management across the organization including sales, product and service.