Workforce Analyst

**Position**:Workforce Analyst
**Status**: Full-time Permanent
**Department**:Loyalty Division
**Reports to**:Workforce Manager
**Location**:Remote

**The Opportunity**
The Workforce Analyst will be responsible for providing specialized knowledge relating to workforce scheduling and service level management for the center. You will provide direction to the forecast & the overall staffing function to the organization, including but not limited to workforce planning, long and short-term forecasting accuracy, long and short-term staff planning. Optimization of scheduling in line with financial efficiencies based on cost-effective contact center strategies and solutions.

**How You Will Be Spending Your Time**
- Long
- and short-range capacity planning, inclusive of load factors and historical volume.
- Work with existing scheduling software (Verint Impact 360) to create schedules for the National Call Centre through the preparation of accurate and timely intraday agent staffing reforecasts.
- Monthly reporting for external clients on service level targets and forecasts.
- Monitor and identify abnormalities with regards to call volume, average handle time, schedule adherence and agent activity.
- Provide workforce reporting (ex. Adherence, agent statistics) and support to internal and external clients as required.
- Analyze statistics and make recommendations to Senior Management regarding staffing requirements.
- Liaise with Operations on opportunities for optimizing scheduling practices.
- Update trends daily ensuring the call volume data collected by the software is current and accurate.
- Regular contact with internal and external clients, colleagues, and others to obtain/provide/verify detailed and factual information covering a variety of work.
- Other administrative tasks, vacation bids, shift trades, etc.
- Recommend changes to processes to enhance operational efficiency and effectiveness.

**The Skills, Experience and Requirements You Need to Be Successful**
- 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.
- Ability to work flexible hours, including weekends.
- Knowledge of WFM software-Verint would be an asset.
- Knowledge of Avaya, Engage and CMS.
- Excellent customer service skills.
- Resolving Conflicts and Negotiating with Others
- Handling complaints and settling disputes

**Other Qualifications**
- 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 at inappropriate times.

**Reporting Relationships**
**Reports to**: Manager, Workforce Management
**Key Relationships**: Operations Director, Operations Managers and Supervisors, Customer Care Manager, Contact Centre Agents

**Working Conditions**
**Remote**: Office (appropriate internet connection is required)
**Work Schedule**: Monday-Friday 12:00pm - 8:00pm (availability to work weekends required)

**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
- Weekends as needed

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: Remote

Expected start date: 2023-08-08