Analyst, Workforce Management
3 weeks ago
Sommaire de la compagnie
Venez travailler pour une entreprise qui est engagée dans la réussite de chacun de ses employés. C’est un milieu de travail où les innovateurs et les collaborateurs se rencontrent et tirent parti des talents de chacun. Un endroit où la diversité est accueillie et célébrée.
FCT offre la meilleure assurance titres de l’industrie et fournit des solutions de recouvrement et d’autres produits et services aux professionnels juridiques, du crédit, de l’évaluation et de l’immobilier partout au Canada. Chez FCT, vous aurez l’occasion de bâtir une carrière intéressante. Joignez-vous à nous pour nous aider à poursuivre notre travail excitant et à exercer une grande influence sur nos collègues, nos clients et les collectivités.
Sommaire du poste
Nous sommes toujours à la recherche d’excellents talents; de personnes qui font preuve d’engagement profond envers la clientèle et le marché que nous desservons. Si vous désirez vous joindre à une entreprise qui s'est engagée envers le succès de chacun de ses employés et qui offre des défis, des objectifs et des occasions de croître, tant au niveau personnel que professionnel, dans un environnement axé sur le travail d'équipe, vous aimerez travailler avec nous Nous comprenons que la promotion d’un environnement diversifié et inclusif est essentielle au succès de nos activités, et nous y travaillons activement chaque jour.
This resource will drive the objectives and disciplines towards forecasting, resource planning, operational system governance and reporting services, enabling contact center leadership teams to focus on attaining key performance objectives.
HERE’S HOW YOU’LL CONTRIBUTE:
- Responsible for managing business system governance including forecasting, reporting and approval of operational changes for call flows, requests for new queue phone #’s as required, system music & voicing of call scripts.
- Responsible for accuracy of forecast, planning metrics and timely delivery of contact center data
- Participate in strategic business planning as it pertains to forecasting and planning.
- Partner with the management team to share responsibility for meeting service level and response time objectives across all contact channels.
- Ensure that all departmental reporting deliverables are met.
- Provide leadership support for workforce management through identifying trends through Operational KPIs or critical business problems, and recommend solution(s) for process improvements to enhance the customer's experience while delivering return on investment opportunities back to the business units
- Assist Directors & Managers within each line of business with the Intraday desk by monitoring real-time queue performance, offers guidance where necessary along with ad-hoc reporting to achieve a world class contact centre environment that correlates to our strategic priority of delivering exceptional customer experiences.
- Review new/change call flow requests and updates scripts and voicing as required.
- Creation and ongoing maintenance of reports and dashboards and a clear plan for adoption of the dashboards within the business.
- Conduct root - cause analysis of interaction data, identify trends/patterns or correlations.
- Deliver actionable insights and recommendations through data analytics to senior management across the organization including sales, product and service.
HERE’S WHAT YOU’LL BRING:
- Minimum of 3 years in the field of Contact Center Workforce Management
- Strong Computer Skills required; Excel, Workforce Management Software, Telephony tools
- Strong analytical skills and demonstrated understanding of call center metric calculations
- Demonstrated knowledge and work experience with Genesys WFM or other comparable WFM platform
- Excellent communication and customer experience skills
VOICI CE QUI NOUS DISTINGUE:
Grâce au mentorat, à des outils novateurs et à une variété de programmes qui mobilisent et récompensent les employés, nous donnons à chacun d’eux les moyens d’exceller et d’obtenir des résultats.- Une gamme complète d’avantages sociaux comprenant des soins de santé virtuels et un programme d’aide aux employés et à la famille.- Un régime d’épargne-retraite collectif assorti d’une cotisation patronale de contrepartie.- Des congés payés généreux.- Des modalités de travail hybrides.- Des occasions de bénévolat rémunéré et des programmes de dons de bienfaisance jumelés.- Des programmes de reconnaissance des employés assortis de primes de recommandation.- D’éventuels incitatifs fondés sur le rendement.- La possibilité de participer à notre régime d’actionnariat.- Et plus encore
- _Conformément aux dispositions du contrat de travail._
- L’Institut Great Place to Work ® a nommé FCT parmi l'un des 50 Meilleurs lieux de travail au Canada, Meilleurs lieux de travail au Canada pour les services financiers et l'assurance
-
Workforce Management Analyst
7 days ago
Oakville, Canada YouthCare Full timeMinimum of 3 years in the field of Contact Center Workforce Management - Strong Computer Skills required; Excel, Workforce Management Software, Telephony tools - Strong analytical skills and demonstrated understanding of call center metric calculations - Demonstrated knowledge and work experience with Genesys WFM or other comparable WFM platform - Excellent...
-
Senior Financial Analyst, Infrastructure Funds
4 weeks ago
Oakville, Canada Fengate Asset Management Full timeFengate is seeking a Senior Financial Analyst to join the Infrastructure Funds finance team. Reporting to the Senior Manager, Finance, Infrastructure Funds the individual will be responsible for investor and executive reporting, financial analysis and fund modelling, tax, treasury, compliance, and management of Fengate’s infrastructure funds. This role...
-
Senior Financial Analyst, Infrastructure Funds
1 month ago
Oakville, Canada Fengate Asset Management Full timeFengate is seeking a Senior Financial Analyst to join the Infrastructure Funds finance team. Reporting to the Senior Manager, Finance, Infrastructure Funds the individual will be responsible for investor and executive reporting, financial analysis and fund modelling, tax, treasury, compliance, and management of Fengate's infrastructure funds. This role will...
-
Financial Analyst
2 days ago
Oakville, Canada Randstad Canada Full timeDo you have strong attention to detail and analytical skills? Do you have strong skills with Excel and Access? Looking to develop your professional experience in Finance & Accounting further?We're looking for candidates to join our client, a multinational technologies company, as a Financial Analyst in the Oakville area.Working 2 days a week in the Oakville...
-
Pricing Analyst | SQL
2 days ago
Oakville, Canada Randstad Canada Full timeOur client, a large-scale 3PL is looking for a pricing analyst to drive pricing excellence through market analysis. This is a permanent and fully onsite position. Responsibilities include analyzing costs, enhancing revenue growth, and maximizing profit margins by deploying assets strategically. The ideal candidate will empower decision-making, shape pricing...
-
Pricing Analyst | SQL
2 days ago
Oakville, Canada Randstad Canada Full timeOur client, a large-scale 3PL is looking for a pricing analyst to drive pricing excellence through market analysis. This is a permanent and fully onsite position. Responsibilities include analyzing costs, enhancing revenue growth, and maximizing profit margins by deploying assets strategically. The ideal candidate will empower decision-making, shape pricing...
-
Account Reconciliation Analyst
1 month ago
Oakville, Canada Bellwether Investment Management Inc. Full time**Job Purpose** The Account Reconciliation Analyst is responsible for the data integrity of our client CRM system and the reconciliation of client investment accounts to our custodial information systems. It also involves the execution and implementation of quality check routines, and interaction with the user community. **Duties and Responsibilities** -...
-
Manager, Reporting
2 days ago
Oakville, Canada Randstad Canada Full timeAs the Manager, Finance Reporting you will manage the reporting process. You will be responsible for a team of analysts and oversee the preparation of financial reports for various stakeholders. You will have high visibility with the organization providing various analyses reports which impacts company decisions. AdvantagesHybrid work model, 3 days in...
-
Manager, Reporting
2 days ago
Oakville, Canada Randstad Canada Full timeAs the Manager, Finance Reporting you will manage the reporting process. You will be responsible for a team of analysts and oversee the preparation of financial reports for various stakeholders. You will have high visibility with the organization providing various analyses reports which impacts company decisions. AdvantagesHybrid work model, 3 days in...
-
Identity and Access Management Analyst
4 weeks ago
Oakville, Canada Aliaxis Full timeIPEX is one of the North American leading providers of advanced plastic piping systems. Our mission is to shape a better tomorrow by connecting people with water and energy.We currently have an exciting opportunity as an Identity and Access Management Analyst. This role is based in our Oakville or Montreal office in and reports to the Data Centre and...
-
Collections Analyst
13 hours ago
Oakville, Canada TalentBurst, an Inc 5000 company Full timeTitle: Collections Analyst -Bilingual (English + French / Spanish) Location: Oakville, ON (Hybrid) Duration: 12 Months The Collections Analyst I is responsible for managing a high volume of incoming calls by partnering with Account Managers and Regional Managers to provide information on custome
-
Manager of Financial Planning
2 days ago
Oakville, Canada Fengate Asset Management Full timeDescriptionFengate is seeking a Manager of Financial Planning & Analysis to join their growing Corporate Finance team. This role will report to the Vice President of FP&A, Corporate Finance. The successful candidate will provide financial direction and insight to enable stakeholders to make the decisions that matter. They will be providing analysis and...
-
Manager of Financial Planning
4 weeks ago
Oakville, Canada Fengate Asset Management Full timeFengate is seeking a Manager of Financial Planning & Analysis to join their growing Corporate Finance team. This role will report to the Vice President of FP&A, Corporate Finance. The successful candidate will provide financial direction and insight to enable stakeholders to make the decisions that matter. They will be providing analysis and planning support...
-
Manager of Financial Planning
12 hours ago
Oakville, Canada Fengate Asset Management Full timeDescriptionFengate is seeking a Manager of Financial Planning & Analysis to join their growing Corporate Finance team. This role will report to the Vice President of FP&A, Corporate Finance. The successful candidate will provide financial direction and insight to enable stakeholders to make the decisions that matter. They will be providing analysis and...
-
Manager of Financial Planning
15 hours ago
Oakville, Canada Fengate Asset Management Full timeDescriptionFengate is seeking a Manager of Financial Planning & Analysis to join their growing Corporate Finance team. This role will report to the Vice President of FP&A, Corporate Finance. The successful candidate will provide financial direction and insight to enable stakeholders to make the decisions that matter. They will be providing analysis and...
-
Manager of Financial Planning
2 days ago
Oakville, Canada Fengate Asset Management Full timeDescriptionFengate is seeking a Manager of Financial Planning & Analysis to join their growing Corporate Finance team. This role will report to the Vice President of FP&A, Corporate Finance. The successful candidate will provide financial direction and insight to enable stakeholders to make the decisions that matter. They will be providing analysis and...
-
Business System Analyst
7 days ago
Oakville, Canada Virox Technologies Inc. Full time**About the Company** Virox Technologies Inc. is a leading chemical engineering and manufacturing company dedicated to providing the entire spectrum of global markets concerned with infection control and biosecurity with our safe, effective, sustainable, and patented disinfectants technologies. We are constantly seeking new ways to transform ourselves and...
-
Internal Audit Analyst Student
1 month ago
Oakville, Canada CT Bank Full time**Our Commitment to Students** At Canadian Tire, we are committed to providing students with a supportive and collaborative environment that fosters knowledge sharing and offers key experiences to help them develop their capabilities through projects and objectives. We believe in setting specific and measurable goals that align with our business objectives...
-
HR Analyst
4 weeks ago
Oakville, Canada Bilingual Squad Full timeWe are seeking an HR Analyst with Workday experience for our manufacturing client - this is full-time position with a hybrid working model (2 days in the office). Please call me 437-427-8560 if you are interested Details below; - The HRIS Specialist is responsible for the efficiency and effectiveness of HRIS systems. - The HRIS Specialist manages HR data,...
-
Network Analyst
3 weeks ago
Oakville, Canada Aliaxis Full timeIPEX is a major supplier of integrated thermoplastic piping systems in North America. Our mission is to build a better future by connecting people to water and power.We currently have an opening for a Network Analyst. This role will be based out of our offices in Oakville, Ontario. This role reports to the Network Manager. Don’t miss this opportunity to...