Travelbrands - Workforce Analyst (Hybrid)

2 weeks ago


Etobicoke, Canada Red Label Vacations Full time

The Workforce Analyst will manage service levels for the Contact Centre across all work groups, products, and services. This role will focus on creating a positive experience for our clients while maintaining efficient Contact Centre operations to meet business needs.

**Key Responsibilities**
- Track, analyze, and report Contact Centre and agent performance with reports through the Cisco/Unity system
- Analyze call volume for accurate short and long-term forecasting, scheduling, and to meet established service level goals
- Analyze past, current, and anticipated call data trends to plan and propose staff scheduling adjustments
- Provide real time management and monitoring of all queues, agent changes, and various ad hoc reports as needed to support service levels
- Create a daily call report through the Uboss/Unity platform using and provide to the management team on a daily basis
- Manage proactive approval and denial of discretionary activities; such as vacations, trainings, coaching, lieu time, shift trades, attendance, meetings, and other off phone activities
- Track and report agent disposition metrics, identifying call trends and opportunities
- Lead weekly and daily staffing review meetings with management to provide intraday analysis detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
- Generate new forecast when current day forecast has high deviation from actual
- Build and maintain schedules, vacations, attendance for the Contact Centre
- Complete Payroll entries in Payroll platform UKG for the Contact Centre agents
- Perform other duties and assignments as directed

**Qualifications and Skills**
- Post-secondary education preferred or an equivalent level of experience and education
- At least 5 years of Workforce Management experience
- Excellent working knowledge of using workforce management tools
- Proficient in MS Word, MS Excel, MS PowerPoint
- Strong mathematical, analytical, communication, and organization skills
- Work flexible hours
- Excellent written and verbal communication skills

**Ability to multi-task**
- Time Management—Managing one's own time and the time of others
- Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting appropriate times

**Interpersonal Skills**
- Excellent customer service skills
- Communicating with Supervisors and peers —Providing information to supervisors, co-workers
- Resolving Conflicts and Negotiating with Others—Handling complaints and settling disputes

**Job Types**: Full-time, Permanent

**Salary**: $45,000.00-$50,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Vision care
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Weekend availability

Supplemental pay types:

- Bonus pay

Application question(s):

- Are you willing to work flexible hours?

**Experience**:

- workforce management: 5 years (preferred)
- metric reporting: 2 years (preferred)

Work Location: Hybrid remote in Etobicoke, ON


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