Forecasting and Scheduling Analyst

3 weeks ago

Victoria, Canada PBC Solutions Full time

**PBC Solutions is looking for one Forecasting and Scheduling Analyst on an Temporary Assignment to join our growing team on at our Greater Victoria office This position is designated as a Hybrid role with sometime in office required, specifically during the training process. This role is designated as an Temporary Assignment, but could become permanent.**

**Position Summary**

This position’s main responsibility is to meet operational service levels through efficient workforce scheduling including analyzing and forecasting volumes. Requires creating and analyzing reports, assigning workflows and call queues, and working with your peers to schedule a workforce of over 150 employees within budget. The environment is fast paced and requires quick, thoughtful decision making.

Daily work includes balancing front-line absenteeism and service levels, calling in auxiliary staff and re
- assigning documents and queues due to operational changes, and utilizing Workforce Management tools to deliver complex company objectives.

This position will make recommendations and decisions regarding the workforce, that have substantial cost, service and resourcing impacts for Document Operations and Contact Centers. There is a considerable span of influence across management, supervisors, Human Resources and frontline employees. This position may require the individual to attend and actively participate in projects that support PBCS objectives.

This position is designated at a Grid Level 21, with a starting salary of $35.16 following the probationary period.

**Primary Duties**
- Forecast and schedule staff to ensure service levels are met and to maximize staff utilization and productivity.
- Maintain a cost-efficient FTE count, in order to meet service targets, meet scheduling requirements, and contribute to our profitability.
- Manage and administer workforce management systems.
- Create Daily Status Reports
- Understand and comply with PBCS, legislated, and client policies and work procedures accurately.
- Adhere to your work commitment and daily schedule so that PBCS can meet its business goals efficiently and reliably.
- Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.

**Required Education and Experience**
- A combination of 3 years of related experience, education and/or training, including a minimum of 6 months Operations Lead/Supervisory capacity experience (preferably using automated workforce management tools); OR
- An equivalent combination of education and experience
- Experience in data gathering, trend analysis, statistical analysis, graphing and data presentation
- Proficient knowledge of Document Processing Workflow, MS Office, including proven knowledge of excel, Windows, and productivity and reporting tools
- Strong multi-tasking and time management skills
- Working knowledge of ACD systems, IVR’s, call routing, and other operational systems
- Principles of staff budget management, trend analysis, and associated skills
- Business acumen as related to workload distribution and workforce cost estimation
- Must have knowledge working within a unionized environment

**What's in it for you**

We offer a **robust health & dental benefits plan,** with flexible options that will meet you and your family's needs. We also offer a **Defined Benefit Pension Plan (PSPP)**, for all eligible employees.

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender or gender identity, sexual orientation, religion, ability, education level, parental status, or socioeconomic status.

**Does this opportunity resonate with you?**

Please note, if selected for this opportunity, you will be required to undergo a background check in accordance with PBC Solutions policies.

An eligibility list may be established for this position.

**How we work**:
**Our Guiding Principles**

**Honesty** - We will be truthful. We will create a safe environment to communicate proactively, openly and with respect. We will be transparent and genuine with our interests.

**Integrity** - We will act consistently to do the right thing and ensure our words and actions align. Embracing opportunities and challenges, we will live our shared values and vision.

**Reciprocity** - We will strive for fair and balanced exchanges leveraging our unique strengths and resources, recognizing this requires an ongoing give and take. We will win and lose as one.

**Autonomy **- We respect and acknowledge the interests of each party. We trust each other to make decisions and act based on our diverse strengths to achieve our mutually desired outcomes.

**Loyalty** - We will be bold, brave, and committed to our relationship. As partners, we will advocate for one another, celebrate our successes, and have each other’s back through our challenges

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