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Workforce Analyst

2 months ago

Markham, Canada Aviva Full time

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.

Aviva's Workforce Management department is a centralized, shared services team accountable for delivering a full suite of Workforce services to our Contact Centres across Canada.

Reporting to the Workforce Management Leader, the Analyst is responsible for delivering forecasting, scheduling, and intraday management solutions, with a heavy emphasis on data analysis and teamwork to drive consistent improvements.

What you’ll do
  • Forecasting: Analyze and combine key forecast elements with past and future operational events to produce forecasts within a variance target. Provide post-incident analysis on any variance. Maintain detailed event logs of incidents impacting future forecasts.
  • Scheduling: Own overall agent scheduling responsibilities, including the production and maintenance of optimized work schedules, vacation schedules, special event schedules, and bank time management. Provide gap analysis and mitigation solutions when business goals are at risk of not being achieved.
  • Performance Analysis: Continually analyze key performance metrics to identify incidents, trends, and patterns on agents and operational areas of opportunity, and collaborate with Operations to resolve them.
  • Intraday Management: Monitor key indicators, as well as queue and agent activity in real-time. Maintain open communication with Operational leaders to coordinate changes to optimize performance and productivity, mitigate negative impacts to business goals, and activate business recovery plans when needed.
  • Team Request Handling: Monitor, action, and respond to incoming requests to the general inbound Workforce email box.
  • Subject Matter Expert: Provide WFM insight, solutions, and training to partners in a clear and concise manner. Thoroughly understand the capabilities of the WFM systems to improve efficiency and our service proposition. Keep current with leading WFM technology and methods.
Opportunity for growth
  • Capacity Planning: Use forecasting models to preplan headcount requirements, hiring/training cycles, shrinkage, and future project/marketing initiatives to improve staff productivity and work-life balance, achieve business goals, and define operational budgets.
  • Managing Telephony intake process: This team also supports the operation by providing a central point of contact for Personal Insurance as it relates to Omni Channel. The team intakes operational requirements and provides consultation to the operation.
What you’ll bring Minimum Qualifications
  • Three years of Contact Centre experience.
  • Able to work a flexible schedule to support the needs of our team and partners. Every effort is made to provide shift predictability and stability.
Expected Qualifications
  • Knowledge of industry-related language and technology, as well as Contact Centre metrics and calculations, and the factors that influence their results.
  • Knowledge of MS Excel: basic formulas, pivot tables and charts, slicer, and timeline filters.
Favorable Qualifications
  • Experience in the field of Workforce Management.
  • Direct working experience with WFM systems such as Verint/Aspect and phone systems such as Five9/Nice.
  • Solid understanding of concepts and methods in statistical forecasting and data science.
  • Understanding of Workforce Management related language, technology, and standard methodologies.
  • Intermediate level knowledge of MS Excel and MS Access; coding queries and macros.
  • Bilingual - English and French.
  • Verifiable track record of innovation, process improvement, and positive disruption.
Expected Skills and Abilities
  • Self-starter, able to adapt in a fluid environment.
  • Ability to reprioritize individual work to support team needs as circumstances require.
  • Strong time management, organizational, and goal-setting skills.
  • Ability to consistently meet deadlines unsupervised.
  • Excellent communication skills; written and verbal.
  • Ability to adapt to various working relationships with partners at all organizational levels.
  • Consummate professional particularly when handling difficult situations or people.
What you’ll get
  • Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
  • Our vacation package starts at 4 weeks.
  • Exceptional career development opportunities with diverse career paths, including the opportunity for leadership.
  • We support your professional development and your investment in academic studies.
  • Hybrid Work Model.
Additional Information

Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation.

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