Wfm Analyst

Job Summary:
Reporting to the Director, Customer Relations and Call Centre, the Workforce Management (WFM) Analyst helps drive critical business decisions by analyzing metrics, creating forecasts and capacity plans as well as design reports.You will communicate these results to the managers and provide suggestions based on the findings. You will generate and interpret reports pertaining to contact centre and customer metrics using tools available such as Excel, Google Sheets, ZenDesk, Tableau, Amazon Connect and Sprout.

Duties & Responsibilities:
**Forecasting**
- Create rolling 12 month forecasts
- Use historical contact rates by line of business to determine volume

**Capacity Planning**
- Manage capacity plans for 5 lines of business in order to determine staffing
- Use capacity plans to determine new hire calendar
- Capture attrition properly
- Maintain and update capacity plans weekly with actuals
- Liaise with Finance on budget reconciliation

**Budget**
- Use capacity plans to provide agent hours for budget submission into Prophix.
- Track monthly hours vs budget and adjust plans if necessary
- Scheduling: Create agent schedules manually and using Injixo
- Vacation Planning: Create vacation calendar for all agents & advocates

**Running Reports**
- Run daily Amazon Connect, Zendesk & Tableau reports and update dashboards
- Create daily, weekly and monthly reports
- Employee Scorecard Management: Maintain monthly Agent scorecards with KPIs and performance ranking

**Other duties**
- Review data sources as necessary to ensure accuracy
- Regularly examine reports to locate and resolve mistakes throughout
- Ensure accurate daily, weekly and monthly reports for all call centre team members
- Accurately analyze and collect data for various types of business reports
- Create business reports that provide insight into key data points
- Communicate the results of data analysis in written and verbal form to managers
- Monitor agent telephony and adherence to call standards and generate telephony reports as required

Behavioural Competencies:
**Concern for Safety**: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.**Teamwork**: Working collaboratively with others to achieve organizational goals.**Passenger/Customer Service**: Providing service excellence to internal and/or external customers (passengers).**Initiative**: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.**Results Focus**: Focusing efforts on achieving high quality results consistent with the organization’s standards.**Fostering Communication**: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

- Expert-level proficiency in Google Sheets & Microsoft Excel
- Strong skills in Google Slides & Tableau
- Previous Workforce Management, Contact Centre forecasting and capacity planning
- Ability to maintain a high level of confidentiality
- Experience with scheduling software such as Injixo or others
- Strong written communication skills
- Positive customer-focused attitude with excellent organization skills
- Very strong attention to detail
- Familiarity with ZenDesk & Amazon Connect
- Experience with other reporting BI tools
- Proficient in all Google Office products including Gmail

Company Description: