External Workforce Analyst

3 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 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 for future forecasts.
- Capacity Planning - Use forecasting models to preplan headcount requirements; hiring/training cycles; shrinkage; future project/marketing initiatives improve staff productivity and work-life balance, achieve business goals, and define operational budgets.
- Scheduling - Own overall agent scheduling responsibilities, including, but not limited to e.g.,: the production and maintenance of optimized work schedules;, vacation schedules;, and 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 agent and for operational areas of opportunity, and opportunity and collaborate with the Operations to resolve them.
- Intraday Management - Monitor key indicators, as well as and 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.
- Subject Matter Expert - Provide WFM insight, solutions, and training to partners in a clear and concise manner clearly and concisely. Thoroughly understand the capabilities of the WFM systems to improve efficiency and our service proposition. Keep current with leading WFM technology and methods.

What you’ll bring

Minimum Qualifications
- Five years of Contact Centre experience including three years on a Workforce Management or Command Centre team in a dedicated Workforce Analyst role.
- 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, and Contact Centre metrics, and calculations, and the factors that influence their results.
- Deep understanding of Workforce Management related language, technology, and standard methodologies.
- Proficient with WFM software such as IEX, Aspect, and Verint
- Knowledge of MS Excel: basic formulas, pivot tables and charts, slicer, and timeline filters

Favorable Qualifications
- Direct working experience with the following software: Five9 Contact Centre and Verint WFM.
- Solid understanding of concepts and methods in statistical forecasting and/or/ data science.
- Expert 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, and 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 and ability
- 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

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