Intraday Analyst

CityofOttawa•Ottawa, ON

3d•Onsite

About The Position

The mandate of the Transit Customer Systems and Planning Service is to provide customer service, service planning, and technology and control systems support for OC Transpo, geared to providing excellence in customer service delivery to 100 million transit customers per year by means of conventional bus, para transit and rail operations. Transit Customer Service is responsible for delivering a broad range of program areas and services related to Marketing/Branding, Sponsorship/Advertising, Customer Service, Information, Fare Sales and Operations, Community Relations, and Internal Communications.

Requirements

Completion of 2 year community college diploma in Business Administration or a related field
Minimum of 5 years of experience in data management, analysis and reporting, working with a scheduling function and related systems associated with activities in a 24/7 customer service operation, as well as financial, human resources and business-related information, and experience with administrative and office management practices.
Database applications and other computerized applications including word processing, database and statistical data software, presentation software and SAP
Knowledge of MS Office suite, with a high proficiency in Excel
Data management and analysis techniques
Knowledge of workforce management tools and practices
Scheduling models in a 24/7 customer service response environment, and emerging best practices
City of Ottawa collective agreements and corporate policies, procedures and initiatives relating to the work (such as the Employee Assistance Program, the Attendance Management Program)
Business rules, processes and workflows
The operations, values, culture and organizational structure of the Client Services branch, including the unique operational requirements and demands placed on the call centre and client service areas as the first point of contact for the citizens of Ottawa.
The operations, programs, services and organizational structure of Service Ottawa
Shared services practices and procedures
Knowledge of applicable health and safety legislation, including the rights and duties of workers.
Strong planning, organizational, time management, and analytical skills
Excellent analytical skills and keen attention to detail, including the ability to analyze trends and make meaningful business recommendations
Able to establish and maintain effective relationships throughout the organization
Able to follow direction and leadership in a fast-paced environment
Thrives in a fast-moving environment with a high tolerance for change
Able to accurately identify and solve problems
Coordinate, compile and analyze data for reports
Work cooperatively and collaboratively with cross-functional teams
Work in an environment with changing priorities and multiple demands
Strong technological skills and aptitude
Effective organizational skills
Strong communication and interpersonal skills
Ability to manage multiple demands and changing priorities
Motivated and enthusiastic team player who can work well under pressure
Self-starter with demonstrated leadership and negotiation skills
Demonstrated initiative
Sound judgement, discretion, tact and diplomacy
Client-service oriented in dealing with management and staff
Organized, efficient and productive in carrying out responsibilities
Capable of multi-tasking, managing multiple priorities and tight deadlines
Contributes to team work and works collaboratively with others
Innovative and results-oriented approach to service delivery strategies and problem solving
Ability to work with minimal supervision and direction
English oral, reading, writing

Nice To Haves

Certified Workforce Planning Professional (CWPP) is an asset

Responsibilities

Ensure adequate customer service resources are scheduled, using the Teleopti or other scheduling system, in the client service centre in order to manage predictable volumes of customer service requests based on historical trends.
Forecast inbound and outbound demand at a daily level and provide guidance on intraday patterns and share with program manager.
Produce weekly schedules and balance conditions.
Collaborate with the client service centre supervisors and exchange information on schedule changes.
Manage the relationship with customer service representative agents regarding scheduling questions.
Analyze actual results and connect them with the original plan.
Collaborate with Business Analysts in forecasting/performance reporting.
Manage live queue SLA and skillset.
Contribute to the presentation of results to Operations teams on operational performance, and provide solutions for improvement.
Analyze ad-hoc requests that influence supply and demand, securing replacement staff sometimes on short notice and managing leave/vacation schedules.
Coordinate information related to the Attendance Management program and informing supervisors of attendance issues and trends.
Assist with payroll issues, auditing overtime and other scheduling/staffing related activities for the management team.
Act as a workforce management Subject Matter Expert (SME) on cross-functional project teams, identifying areas of improvement and proposing recommendations.