Staff Planning Analyst

Beneva•Quebec, QC

1d•Hybrid

About The Position

As a Staff Planning Analyst, you will contribute to achieving the company's business objectives by maximizing customer contact center performance, conducting various analyses, and undertaking projects to support efficient resource planning. The main responsibilities will involve forecasting activity volumes and managing short, medium, and long-term capacity to meet telephone quality and customer service objectives. You will be involved in the following functions: Performing long-term resource planning for all call center operations based on call volume forecasts and marketing activities. Participating in the day-to-day management of customer relations centers (addressing specific issues that arise: identifying, analyzing, explaining, and recommending solutions to the management team, and assisting in implementation). Maintaining regular communication with relevant stakeholders and providing regular updates on all factors impacting the ability to meet service objectives and requirements. Identifying opportunities to improve call center performance. Providing support and expertise to the workforce planning team and call center managers. Participating in the development of simulations to optimize resource utilization. Developing, tracking, and analyzing key performance indicators for workforce planning, as well as conducting detailed analyses. Recommending improvements or adjustments required to achieve target performance standards. Producing reports used to facilitate budget development and workforce needs. Ensuring optimal use of the workforce planning tool and recommending necessary improvements or adjustments.

Requirements

Hold a bachelor's degree in mathematics or a relevant discipline.
Possess a minimum of five (5) years of relevant experience.
Knowledge of IEX software or other workforce planning software.
Master the Office suite, including advanced Excel functions.
Selected candidates will be required to undergo an Excel test.
Master the French language, both spoken and written.

Nice To Haves

Advanced knowledge of database and performance reporting software is an asset.

Responsibilities

Perform long-term resource planning for all call center operations based on call volume forecasts and marketing activities.
Participate in the day-to-day management of customer relations centers (addressing specific issues that arise: identifying, analyzing, explaining, and recommending solutions to the management team, and assisting in implementation).
Maintain regular communication with relevant stakeholders and provide regular updates on all factors impacting the ability to meet service objectives and requirements.
Identify opportunities to improve call center performance.
Provide support and expertise to the workforce planning team and call center managers.
Participate in the development of simulations to optimize resource utilization.
Develop, track, and analyze key performance indicators for workforce planning, as well as conduct detailed analyses.
Recommend improvements or adjustments required to achieve target performance standards.
Produce reports used to facilitate budget development and workforce needs.
Ensure optimal use of the workforce planning tool and recommend necessary improvements or adjustments.