Senior Analyst, Workforce Management

Scotiabank•Toronto, ON

16h•Hybrid

About The Position

The Senior Analyst, Workforce Management at Scotiabank is a pivotal role that oversees a broad spectrum of workforce-related functions. This includes detailed planning and forecasting, sophisticated scheduling, dynamic real-time management, and effective shrinkage control through strategic workforce management system configurations.

Requirements

Advanced degree in Business, Analytics, or a related field.
At least one year of substantive experience in workforce management within a contact center environment, demonstrating extensive analytical expertise.
Expertise in utilizing advanced reporting software and tools, with a comprehensive understanding of database management for strategic business insights.
Exceptional ability to communicate effectively across all levels of the organization, from frontline staff to senior management.
Robust analytical abilities with a proven track record of solving complex operational problems.
Strong leadership qualities with the ability to influence decisions and negotiate effectively.
Meticulous attention to detail with an aptitude for managing extensive datasets and integrating them into meaningful operational solutions.
Capacity to thrive in a high-pressure environment, managing multiple priorities simultaneously.

Nice To Haves

Deep expertise in Verint and Genesys platforms.
Proficiency in Microsoft Office tools (Excel, PowerPoint, Word).

Responsibilities

Lead initiatives to deepen client relationships through a customer focused culture, leveraging extensive bank relationships, systems, and knowledge.
Monitor real-time contact volumes, manage absenteeism, and address operational factors to ensure seamless service delivery.
Conduct deep-dive analyses to identify deviations from forecasts and report on service level discrepancies, advising senior management on corrective strategies.
Implement contingency plans to refine service levels, enhance resource efficiency, and achieve cost reductions.
Leverage advanced workforce management and contact center technologies, with deep expertise in Verint and Genesys platforms to optimize forecasting, scheduling, and real-time adherence. Demonstrate proficiency in Microsoft Office tools (Excel, PowerPoint, Word) to analyze data, create impactful reports, and develop customized solutions that drive operational efficiency and performance improvements.
Make informed decisions based on established guidelines and independently in scenarios demanding swift judgment.
Coordinate and manage significant off-phone activities, including coaching sessions, town hall meetings, weekly power hours, and events to foster team development.
Maintain targeted Average Speed of Answer and abandon rate ensuring high service standards.
Regularly analyze historical data, offer actionable insights, and formulate strategic recommendations to optimize workforce utilization and meet key performance indicators.
Align all activities and decisions with the bank’s risk appetite and cultural expectations, ensuring robust business controls.
Guarantee the optimal configuration of the Workforce Management system to support efficient operations.
Lead transformative initiatives that result in significant capacity savings and cost reductions, driving continuous improvement across the business line.
Provide crucial data support and analysis for new initiatives, ensuring stakeholders and business lines are equipped with accurate post-implementation metrics.
Champion a high-performance environment, encouraging excellence and continuous growth among team members.
Actively contribute to fostering an inclusive work environment that values diverse perspectives and promotes equal opportunities.
Enhance and advance the coaching and development of the team to foster professional growth and optimize performance.