Guest Services Workforce Analyst

ARC'TERYX•Vancouver, BC

54d•$61,000 - $76,000•Hybrid

About The Position

As a Guest Services Workforce Analyst, you are responsible for supporting the Guest Services teams with Intraday management with a focus on operational data collection and WFM specific reporting. Your passion for data analysis and communication will play a key role in the evolution of service in every guest experience. This role is primarily based out of our North Vancouver office and is open to a hybrid work schedule. Candidates must be eligible to work in Canada. The Arcâ ms Guest Services Workforce Planning Team is professional, knowledgeable and detail-orientated team that provides support for our various Guest Services teams. We ensure our teams are fully prepared and supported, so we all inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world.

Requirements

You have 2+ years experience in a similar role
You have 3+ yearsâ ms experience working in a service/call center environment
You are very proficient in Microsoft Office (specifically Excel level 2-3 with applied knowledge)
You are comfortable communicating with all areas of the brand, and various levels of management
You have strong organizational, interpersonal, and problem solving skills.
You have highly effective verbal and written communication skills.
You have a strong attention to detail, most importantly accurate data
You are able to balance supervisor and workforce requests to ensure we meet out targeted service level commitments, while continuing to have flexibility for staff.
You are proactive in identifying the root cause of issues and developing solutions
You remain highly flexible and adaptable when faced with ambiguity
You effectively balance autonomy and collaboration
You inspire breakthrough thinking and continuous improvement
You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right
Your passion for your work is paralleled by your passion for getting outside and living it

Responsibilities

Producing and distributing daily, weekly and monthly reports on operational performance along with supporting analysis and communication on areas in need of attention.
Tracking all attendance, adherence, and vacation along with headcount movements to ensure we maximize but not exceed our staffing budgets.
Developing the daily/weekly forecasts and staffing plans and work with senior reps to ensure all workloads and channels have the appropriate staff allocation.
Performing and owning ongoing data analysis, interpretation and communication on service team health - along with recommendations of actions to improve both guest and service team experience.
Supporting the onboarding of new service team support roles to ensure key workforce planning concepts, tools and reporting are understood by team leaders, managers and trainers.
Completing adhoc reporting and data mining as needed to analyze impacts of future service team initiatives, system upgrades and staffing model changes as needed.
Supporting the Guest Service Leadership team with projects and initiatives as required
Overseeing all of the service operations to ensure there is holistic view of operations that ensures a balance between the Guest, the Workforce, and the Company needs and expectations.
Identifying potential improvements to our existing processes and practices, formulating a plan or solution to implement and working with the WFM team and Support partners to bring about the desired changes
Monitoring and taking action on Real-Time Adherence alerts as they occur. Identifying trends and flagging issues while providing potential solutions to Leadership and WFM team
Taking ownership of projects or mandates that are requested by Senior Leadership to maximize our ability to provide our Guests the best possible service while maintaining our budgetary limits
Maintaining and strengthening relationships with our internal partners across all of the Support teams and Leadership groups
As we enter a period of WFM evolution for the team, playing a key role in identifying areas of priority, and analysing the impacts of those changes, supporting in business case data mining to ensure that key proposals will meet the intended purpose for our team, business and guests.