WFM Analyst

21 hours ago

Vancouver, British Columbia, Canada Intact Full time

WFM Analyst role requires ensuring service-level objectives are met, monitoring calls, and optimizing work schedules to meet growth, service quality, and financial goals.

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you're bringing this purpose to life alongside a passionate community of experts. Feel empowered to learn and grow while being valued for who you are– here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility.

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

We're looking for a WFM Analyst to join our growing team. This role is responsible for ensuring service-level objectives are met on a daily, weekly and monthly basis. Key responsibilities include:

  • Monitoring inbound and outbound calls in real time and adjusting schedules as needed.
  • Meeting our service-level targets.
  • Optimizing work schedules to meet our growth, service quality and financial goals.
  • Building reports to track daily operations for timely feedback.
  • Generating reports in a timely manner and ensuring data integrity.
  • Analyzing daily forecasts (TMT, calls and transactions received), analyzing and adjusting trends over the past weeks.
  • Analyzing for coaching track to managers.
  • Managing schedule modifications.
  • Monitoring and controlling the scheduling email inbox.
  • Managing proactive approval and denial of activities.
  • First line support for web station users.

The ideal candidate will have a university degree or college diploma in a relevant field, 1-3 years experience in a workforce planning department, and proficiency in Nice-WFM, Verrint, Cisco and Avaya software. Strong knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing and macros, is also required.

We offer a financial rewards program, an industry leading Employee Share Purchase Plan, an extensive flex pension and benefits package, flexible work arrangements, and an annual wellness account that promotes an active and healthy lifestyle.

We are an equal opportunity employer and value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

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