Scheduling Analyst

5 days ago

Scarborough ON, Canada Infotek Consulting Services Inc. Full time

Role:
Workforce Scheduling Analyst

Business group:
CCC Management Support Centre – team provides schedules and offline activities for all contact centres for all business needs

Project:
Assisting with regular BAU duties to alleviate workload for other employees to focus on the project – answering emails, doing analysis, planning meetings, shift updates, supporting frontline facing work

Typical Day in Role:

1. Proactively strives to provide recommendations and strategies to reduce and mitigate customer abandonment rates through efficient scheduling.

2. Manage all scheduling aspects of the Contact Centres (Centre of focus as well as those supported).

- Manage time off requests at a national level, considering impact and informing Management of potential service level impacts.

- Produce schedules for 1500+ Customer Service Officers on a weekly basis.

- Manage weekly meeting scheduling for all teams/depts

3. Manage/maintain/update/evolve the Contact Centre database to improve performance and identify trends;
includes ensuring call recording and adherence functions are consistently maintained.

4. Ensure the accuracy of schedules for the Contact Centres (Centre of focus as well as those supported).

- Produce weekly schedules (three weeks prior to execution).

- Manage time off requests by time of day, language and skill.

- Determine FTE requirements for customer service representatives given monthly call volume forecast (using simulation tools e.G. Erlang C, Verint / Impact 360, etc.) for each area of activity.

- Adjudicate shift change requests based on business needs and real estate constraints;
provide recommendationsto Management.

5. Communicate results to Contact Centre management team on a monthly basis (or ad hoc as needed).

6. Provide business partners with potential solutions to typical challenges encountered in a contact centre environment:
seating, call routing, scheduling, results reporting, etc.

- Supports 150+ Line / Support Managers in Centre of focus and across multiple contact centres.

- Prepares over 50+ reports and 12+ ad-hoc analyses annually.

- Supports all departments within the Contact Centres (Alternate Media, ICSC, Inbound Sales, Inbound Service, Outbound Sales, Sales Consultants, Service Consultants, Customer Care, Wealth Management).

The incumbent operates within a 24/7 Contact Centre environment. Daily interactions are constant via email and telephone, which results in restricted mobility. The incumbent is regularly interacting with CCC Management which results in high sensory attention for extended periods of time. The incumbent spends upwards of seven hours per day working on a PC. The position is subject to unpredictable work volumes. There is the potential for dealing with time-sensitive system related crises. Overtime may be required during peak seasonal periods.

Candidate Requirements/Must Have Skills:

1) 3+ years’ experience in workforce management

2) 2+ years’ experience with analysis

3) Experience working in a high-volume environment

4) Experience with MS tools:
Excel (intermediate proficiency), PowerPoint (beginner proficiency)

Nice-To-Have Skills:

1) 2+ years in a contact centre industry environment and experience working with workforce management tools

2) Experience with Verint scheduling tool

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