Senior BI Database Analyst

2 weeks ago

Toronto, Ontario, Canada Scotiabank Full time
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Title:
Senior Analyst, Workforce Management

Reporting to the Manager, iTRADE Contact Centre Operations the Senior Analyst Forecasting & Scheduling (SA) will be responsible for developing strategic long and short range workforce plans, focusing on the production of schedules for iTRADE's Contact Centres (CC) Workforce Management team in accordance with call forecasts, average handling time, as well as other indicators, to ensure service level and productivity goals are met.

The SA will translate operational strategies into schedules that ensure the provision of sufficient resources across sites and skill sets to meet customer demand while balancing the needs of the staff.

The SA will have accountability for the centralized employee work pattern function and non-phone times, leveraging best in class processes to identify the best fit for the CC.

This role requires scenario based modeling to assist management with proactive strategic plans and decisions.

Provide long-range workforce management support by developing and maintaining an 18-month Capacity Plan inclusive of all inbound and other specialized roles for the iTRADE Contact Centre.

Adopt a time-series approach model with several years of data to forecast both call arrival patterns and Average Handle Time for multiple channels.

Develop comprehensive staff attrition tracking, forecasted required staffing levels, part-time vs full-time staffing proportions, licensed vs non-licensed, language requirements and variance reporting
Assess load factors and AHT to determine actuals and provide management updated monthly reporting on the variance to forecast and actionable insights to address
Provide detailed hiring plans as part of the Capacity Plan identifying the lead-time to proactively hire and training agents so as to meet FTE requirements and service levels
Provide senior leadership monthly updates to highlight variances and determine next steps
Provide short-term planning & forecasting through the creation of schedules
Based on firm level Service Level & Occupancy targets the SA will create rolling 4 week schedules 45 days in advance of deployment for several inbound and outbound service teams
Provide trending analysis and reporting on adherence, service level, and continuous improvement opportunities.
Develop and maintain database to track incoming email volume and team productivity
Manage time off requests and shift swap requests including approval if required. Refer exceptions to the management team and inform potential impact on service level
Assist in coordinating and scheduling in special departmental and corporate events

Proactively interface with management on items that may impact staffing and service levels, assist in coordinating call centre activities with management teams.

Serve as an independent resources for trend analysis and specific data points related to performance gaps
Liaise & collaborate with management to identify common issues trends and to find and execute effective solutions
Become the main contact for the Telephony, TAG group, and to coordinate any phone programming changes or outages; Provide tactical intraday management of the queues to optimize service levels and leverage capacity:

Real time queue management on all queues both internal and external and establish traffic monitoring practice to facilitate effective and timely adjustment as required.

Provide recommendations with options to management on real-time analysis and individual agent skills to ensure optimal coverage to have a positive impact on service level and abandonment rate
Manage telephony BCP for all centres and maintain and update call flow queue manual
Create and maintain Spike policy and lead in execution when occasion arises
Provide technical support on phone and telephony issues and tracking.
Troubleshoot physical phone and softphone issues
Coordinate and manage Contact Centre phone system upgrades
Manage Telephony and IVR BCP for all locations
Education/Work Experience/Designations
5+ years contact centre industry experience with extensive experience working with workforce management tools, database and analytics

Very strong mathematical and computer background: extensive knowledge of MS Excel (as well as other Microsoft Suite applications)and VBA is required.

Knowledge of SQL, Tableau and Power BI is an asset.

Exceptional interpersonal and communication skills, both written and oral with demonstrated expertise in interacting effectively with all levels of management.

Strong supervisory, organizational and project management skills with a proven ability to re-design and implement new procedures, processes and strategies.

Strong organizational and administrative skills will be an asset. Capable of setting and meeting realistic time frames and completing assignments and achieving results.

Expert knowledge of contact centre strategic planning operations: scheduling, vacation administration, forecasting methodologies, simulation, and performance reporting & systems i.e.

Capable of operating independently with minimal direction while keeping the management team informed of variances to plan, potential problems and or sensitive issues.

Creative approach to challenges encountered in development of capacity plans.
Exposure to strategic planning and the ability to develop forward thinking plans to improve centre performance

Guided by our purpose:
"for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know.

If you require technical assistance, please click here . Candidates must apply directly online to be considered for this role. Call Center, Strategic Planning, Technical Support, Investment Banking, Event Marketing, Customer Service, Strategy, Technology, Marketing, Finance
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