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Senior Analyst, Workforce Management

3 months ago

Old Toronto, Ontario, Canada Scotiabank Full time

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Title: Senior Analyst, Workforce Management

Requisition ID: 199561

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose of Job:

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. The SA must design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input variables including call volume, AHT, load factors, service level, etc. to support a multi-channel 18-month Capacity Plan. From time to time, the SA may be asked to assist with ad hoc sizing of marketing events and onetime events that may drive call volume. With the assistance of Manager, Contact Centre Operations, he/she will take a proactive lead to identify and recommend opportunities to improve operational efficiency and effectiveness.

Major Accountabilities:

1. 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.
  • Identify all known workloads existing and new and any known call drivers that may be anticipated from any known events.
  • 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
  • Review the Capacity Plan on a monthly basis to ensure to assess actuals to forecast and adjust as necessary
  • Provide senior leadership monthly updates to highlight variances and determine next steps

2. 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
  • Identify peaks and troughs monthly, weekly, daily, and intraday intervals and adjust resourcing requirements as appropriate
  • Provide trending analysis and reporting on adherence, service level, and continuous improvement opportunities.
  • Analyze and create vacation schedule to ensure proper coverage on all queues at all time.
  • Generate daily, weekly, and monthly statistics of adherence, shrinkage, occupancy and service levels
  • Generate daily spike report where applicable.
  • 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
  • Maintain, develop, and understand the telephony technology and Genesys emails routing such that business efficiencies maybe optimized
  • Become the main contact for the Telephony, TAG group, and to coordinate any phone programming changes or outages; eCONTACT team for any system issues on Verint and Genesys.

3. 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.
  • Act as back up to BSA for system access set up, deletion and Issues
  • Adjust individual skillsets to ensure that skill based scheduling of resources is maximized to meet all business requirements during operation times
  • 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
  • Identify deficiency and provide options in remedy the issues or redirect resources to reduce impact on service level
  • Responsible for updating script on agent skillsets to ensure calls are routed to agents with the right skills.
  • 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
  • Build relationship with other departments/vendors to enhance T&CS experience

4. Provide technical support on phone and telephony issues and tracking.

  • Troubleshoot physical phone and softphone issues
  • Coordinate and manage Contact Centre phone system upgrades
  • Responsible for updating Telephony advocate setting to ensure calls are routed to the proper skills on pre-set priority
  • Manage Telephony and IVR BCP for all locations
  • Maintain and update call flow queue and IVR manual

Education/Work Experience/Designations

  • 5+ years contact centre industry experience with extensive experience working with workforce management tools, database and analytics
  • Extensive experience in forecasting modeling
  • Exceptional analytical skills required to determine gaps, and create predictive models for business
  • 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. CMS, IRS, and Impact 360
  • 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.
  • Comfortable in a fast paced production environment.
  • Skills in thorough and reliable documentation of processes and procedures.
  • Strong sense of urgency, able to work autonomously as well as collaborate with internal and external partners.
  • Intense attention to detail, initiative and flexibility.
  • Must be discrete when confronted with delicate issues involving the balance between company needs and employee satisfaction.
  • Exposure to strategic planning and the ability to develop forward thinking plans to improve centre performance
Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. 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.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. 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. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.
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