Workforce Optimization Analyst

1 week ago

Dartmouth, Canada Eastlink Full time
Workforce Optimization Analyst - Dartmouth, NS
Eastlink

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia.

We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most.

Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV.

The Workforce Optimization Analyst is part of the Customer Care Workforce team.

The incumbent is responsible in part for creating schedules for some specialized team and real-time monitoring of service level, call volume, average handle time and availability that balance the needs of the agent with the needs of the department Schedules are produced on a regular rolling basis that meet skill set needs, training requirements, vacations, performance management /coaching sessions and service level requirements.

You will be expected to coordinate with the scheduling analyst and proactively make scheduling recommendations to improve Eastlink customer service levels and balance employee satisfaction.

Real time adjustment and monitoring of schedules and agent adherence among other regular Intraday analyst duties is also a key portion of this role of managing agent schedules.


Responsibilities:

  • Create, review, and revise full and part time agent schedules as assigned on a regular basis for each queue to achieve service level
  • Ensure schedules accurately account for special circumstances such as training, huddles, and agent availability
  • Work with the workforce management tools to determine accurate SL forecasts and scheduling needs, as assigned in a multiskilled environment.
  • Analyze schedule efficiency as assigned to ensure the proper skills are scheduled and updates based on attrition are made to avoid schedule gaps.
  • Update Verint with approved schedule changes as required.
  • Assist with Managing agent vacation schedules as required
  • Monitors daily and real time service level, representative availability, average handle time and call volume distributions as compared to forecast.
  • Monitors real time activities related to staffing including shift trades and ad hoc training.
  • Provide regular reporting on agent productivity and schedule conformance, as assigned, to departmental management to ensure management has the information necessary to make the appropriate business decisions around staffing, training, agent performance.
  • Coordinate any realtime unscheduled offline activities including training, meetings, coaching, etc with other Intraday analysts and Team Managers as required.
  • Monitor daily and real time service levels, representative availability, average handle time and call volume distributions as compared to forecast.
  • Monitors and approves as real time activities related to staffing including shift trades and ad hoc training.
  • Monitors agent adherence/compliance to schedule and escalates as necessary to Team Manager for investigation
  • Performs real time updates to workforce management software with service level impacting, real time activities, such as sick, late, absent, leave early, personal days.
  • Update and manage outbound dialer campaign list s as required for all departments using Five9 dialer campaigns.

Requirements:

  • Advanced analytical and computer skills
  • Excellent problem solving
  • Highly Detailoriented and organized and diligent
  • Strong priority and time management skills
  • Business acumen
  • Very strong written and oral communication skills
  • Proven teamwork and collaboration skills
  • Familiarity with schedule management or maintenance is considered an asset
  • Understanding of dialer campaign lists management is considered an asset.
  • Previous experience working within a contact center role considered an asset.
  • Experience in analyzing data and identifying trends as well as strong computer and analytical skills are required. (Microsoft Office
  • Word, Excel,)
  • A passion for Customer Care and for realizing our vision of creating excellent and efficient customer service at Eastlink.
  • A postsecondary degree in business considered an asset.

Special Conditions of Work:

Evening and weekend work on a regular rotation will be required.

Why Choose Eastlink?


Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers.

We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience.

Our philosophy of developing and training our team "on the ground" not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within t

  • Workforce Optimization Analyst

    1 week ago

    Dartmouth, Canada Eastlink Full time

    Workforce Optimization Analyst - Dartmouth, NS Eastlink Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most....

  • Analyst Systems Optimization&Enablement Analyst Systems Optimization&Enablement Dartmouth, Nova[...]

    3 days ago

    Dartmouth, Canada Jace Holdings Ltd. Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Requisition ID: 183453 Career Group: Corporate Office Careers Job Category: Store Systems Enablement Travel Requirements: 0 - 10%Job Type: Full-Time Country: Canada (CA) Province: Alberta; British Columbia; Manitoba; New Brunswick; Newfoundland and...

  • Data Analyst

    2 months ago

    Dartmouth, Canada Web Ten Digital Full time

    **Data Analyst Job Duties** Data analyst responsibilities include conducting full lifecycle analysis to include requirements, activities and design. Data analysts will develop analysis and reporting capabilities. They will also monitor performance and quality control plans to identify improvements. **Responsibilities** - Interpret data, analyze results...

  • Business Analyst

    1 month ago

    Dartmouth, Canada Capstone Project Solutions Full time

    Hey, we're hiringWebsite: Analyst jobs #Other jobs Diverse Business Management Solutions for a Complex WorldCapstone is hiring for a Business Analyst. This position is for a one-year term for the Dartmouth, Nova Scotia location.Following a successful year of engagement with clients, you will be invited to join our team as a full-time, permanent member.About...

  • Business Analyst

    4 weeks ago

    Dartmouth, Canada Capstone Project Solutions Full time

    Hey, we're hiringWebsite: Analyst jobs #Other jobs Diverse Business Management Solutions for a Complex WorldCapstone is hiring for a Business Analyst. This position is for a one-year term for the Dartmouth, Nova Scotia location.Following a successful year of engagement with clients, you will be invited to join our team as a full-time, permanent member.About...

  • Business Process Improvement Analyst

    3 weeks ago

    Dartmouth, Canada CellCarta Full time

    **Business Process Improvement Analyst** **Summary** The **Business Process Improvement Analyst (BPIA)** is responsible for identifying and documenting processes within the company. Once these areas are recognized the Business Analyst is responsible for documenting the requirements as well as documenting potential changes to these...

  • Credit Analyst

    4 weeks ago

    Dartmouth, Canada Guillevin International Full time

    Credit Analyst Status: Regular, Full time **Location**: Dartmouth, Nova Scotia Job Description We are seeking a Credit Analyst to work out of our Atlantic Regional Office based in Dartmouth, NS. **MAIN RESPONSIBILITIES**: - Make collection calls and follow up regularly to ensure prompt payment received by customers; - Perform regular financial reviews...

  • Supply Chain Performance Analyst

    4 weeks ago

    Dartmouth, Canada Irving Shipbuilding Full time

    **SUPPLY CHAIN PERFORMANCE ANALYST** **Irving Shipbuilding is proud to be Canada’s National Shipbuilder. Over the next 30 years, our shipbuilders will construct 20+ modern patrol ships and surface combatants for the Royal Canadian Navy as part of the largest defence procurement project in Canadian history.** **We have built more than 80% of Canada's...

  • Credit Analyst

    2 months ago

    Dartmouth, Canada Guillevin International Full time

    Credit Analyst Statut: Régulier, Temps plein Emplacement: Dartmouth, Nouvelle-Écosse Description du poste We are seeking a Credit Analyst to work out of our Atlantic Regional Office based in Dartmouth, NS. **MAIN RESPONSIBILITIES**: - Make collection calls and follow up regularly to ensure prompt payment received by customers; - Perform regular...

  • Marketing Analyst

    2 weeks ago

    Dartmouth, Canada East Coast Credit Union Full time

    **Marketing Analyst (12-18-month term)** **Nova Scotia** Are you ready for a new career journey at Nova Scotia's largest credit union? Join our dedicated team at East Coast Credit Union, where commitment to community, member satisfaction, and financial excellence are the foundation of everything we do. East Coast Credit Union is a community-driven...

  • Business Analyst

    4 weeks ago

    Dartmouth, Canada Meridia Recruitment Solutions Full time

    Reference # JG-18151Meridia Recruitment Solutions has partnered with BF&M, a leading insurance provider with operations in Bermuda, Halifax and across the Caribbean, to recruit for their Business Analyst role in Dartmouth, Nova Scotia.BF&M takes great pride in helping their customers protect what matters most, as well as giving back to the communities in...

  • Business Analyst

    1 month ago

    Dartmouth, Canada Meridia Recruitment Solutions Full time

    Reference # JG-18151Meridia Recruitment Solutions has partnered with BF&M, a leading insurance provider with operations in Bermuda, Halifax and across the Caribbean, to recruit for their Business Analyst role in Dartmouth, Nova Scotia.BF&M takes great pride in helping their customers protect what matters most, as well as giving back to the communities in...

  • Business Analyst

    1 week ago

    Dartmouth, Canada Meridia Recruitment Solutions Full time

    Reference # JG-18151Meridia Recruitment Solutions has partnered with BF&M, a leading insurance provider with operations in Bermuda, Halifax and across the Caribbean, to recruit for their Business Analyst role in Dartmouth, Nova Scotia.BF&M takes great pride in helping their customers protect what matters most, as well as giving back to the communities in...

  • Supply Chain Performance Analyst

    1 week ago

    Dartmouth, Canada Irving Shipbuilding Full time

    SUPPLY CHAIN PERFORMANCE ANALYSTIrving Shipbuilding is proud to be Canada's National Shipbuilder. Over the next 30 years, our shipbuilders will construct 20+ modern patrol ships and surface combatants for the Royal Canadian Navy as part of the largest defence procurement project in Canadian history.We have built more than 80% of Canada's current combatant...

  • Integrated Logistics Support Analyst

    3 weeks ago

    Dartmouth, Canada SNC-Lavalin Full time

    **Why join us?** SNC-Lavalin provides cutting-edge engineering, procurement, construction and financing solutions to projects in more than 100 countries around the world. From the Canadian Arctic to the Southern African region and Australasia, our multicultural workforce is driven by a fierce pride in their work and a pioneering vision. SNC-Lavalin is...

  • Senior Analyst

    1 week ago

    Dartmouth, Canada Nova Scotia Health Authority Full time

    Senior Analyst - Mental Health And AddictionsSenior Analyst - Mental Health and Addictions Location:Dartmouth (B2Y 3S3) - Nova Scotia , Canada Salary:Competitive Type:Permanent Main Industry: Search Health, Nursing & Social Services Jobs Other Industries & Skills: Education & Training Information Technology Advertiser: Nova Scotia Health Authority Job ID:...

  • Costing and Data Analyst

    2 weeks ago

    Dartmouth, Canada MARITIME PAPER PRODUCTS Full time

    Maritime Paper is a dynamic and team-oriented company. We believe that hiring the best people results in superior packaging and stronger relationships with our customers. Our company was founded in 1931 and we have facilities in Dartmouth, NS, Moncton, NB, Mount Pearl, NL and Summerside, PE. We are honored to be a member of Canada Best Managed Companies. We...

  • Intraday Analyst

    1 week ago

    Dartmouth, Canada Eastlink Full time

    Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced...

  • Budget Analyst

    2 days ago

    Dartmouth, Canada Accountant Staffing Full time

    Job Description Are you a dynamic and dependable Budget Analyst looking for an exciting opportunity? Our client, a busy unit within the education sector, is seeking a skilled professional to join their team on a 4 - 6 month contract in Dartmouth, NS. In this key role, you will serve as a bridge between payroll, finance, and organizational management teams,...

  • Pricing & Freight Analyst

    4 weeks ago

    Dartmouth, Canada Parts for Trucks Full time

    **Parts for Trucks **has been an industry leader providing parts and service to the heavy-duty trucking industry for over 100 years. Operating 32 sales / warehouse outlets and 15 service facilities from coast to coast, **Parts for Trucks** offers a complete range of products and services for all makes of trucks and trailers. We are currently seeking a...