Strategic Planning Analyst

City of Edmonton • Edmonton, AB

8d • Onsite

About The Position

The Strategic Planning Analyst's primary function is to provide business planning, project management and analysis to the 311 & Customer Access section. This position provides strategic business and resource planning, performance measurement and reporting, business case development, development and implementation of business process improvements while managing the change management process to ensure section, branch, department, and corporate business goals are achieved in the most efficient and cost effective manner.

Requirements

• University degree in Business management, business administration, or public administration
• Two (2) years of progressively responsible experience in a combination of: business planning, business analysis, business process improvement and business performance management working with performance measures for both operational and budget requirements in a medium-sized contact centre environment or service provider environment
• Proficiency with contact centre technology such as ACD telephony software, workforce solutions and quality management software.
• Experience in assembling and analyzing data from multiple systems (including CISCO ACD, SAP CRM, Calabrio WFM and Quality) in order to establish data history, analyze trends, generate reports and forecast and support general queries
• Experience in analyzing data, deriving insights and developing presentation materials to turn complex information into understandable formats for various audiences
• Familiar with trend analysis, modelling and predictive analytics
• Advanced knowledge and experience with Google Suite
• Excellent communication and presentation skills
• Strong documentation and report-writing skills
• Ability to diagnose system problems related to data collection and data retrieval and implement solutions
• Strong organizational skills to be able to handle multiple competing priorities
• Demonstrates skills in project management, including supporting, planning, scheduling, providing guidance, coordinating with others, leading meetings or aspects of projects and executing on deliverables
• Demonstrated ability to develop and maintain strong relationships and work in a collaborative and integrated manner
• Experience with contact centre measures, KPI’s
• Alignment to our Cultural Commitments and Leadership Competencies
• Embracing a culture of equity, diversity, reconciliation and inclusion

Nice To Haves

• Tableau is an asset, as are other technical certifications in computer technology
• A professional designation or certificate in computer technology or database management would be considered an asset
• Workforce Management or Contact Centre Management would be an asset
• Business analysis and project management training would be an asset

Responsibilities

• Develop and maintain business performance reporting and dashboards based on established or new performance measures
• Implement, test and monitor the business performance management processes used to measure business performance
• Lead the reporting and/or visualization of complex data so that it is understandable by a wide audience
• Facilitate and develop business planning activities in relation to long-term, mid-term, and short-term business volume forecasts for the demand for services through the various access channels
• Develop resourcing plans that determine overall staffing requirements which feed into the budget cycle
• Act as the business liaison/project manager with other departments and business partners for branch, department, and corporate projects and initiatives
• Apply full lifecycle project management practices and processes including project initiation, project planning, project execution, project monitoring and project closure
• Other related responsibilities

Benefits

• The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.
• The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply.
• We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected].
• Learn more about our benefits https://bit.ly/COEbenefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level