Workforce Management Analyst and Operational

6 months ago

Montréal, Canada Transat Tours Canada Full time

**Company Description** Be part of the journey**

Our mission is to be the preferred airline of our customers and our team.

Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day, such as becoming the first international tour operator to obtain Travelife certification for our commitment to sustainable tourism. We have also won the title of world's best leisure airline several times over. And this is just the beginning.

Want to join us? As soon as you're hired, you'll enjoy travel privileges to discover the world. You'll also have the opportunity to work in a modern, inspiring environment.

The Workforce Management and Operational Reporting Analyst is responsible for developing, improving and communicating various capacity plans and performance reports for our contact center's operational teams. He/she also implements and monitors action plans to achieve various performance indicators, as well as budget targets, in collaboration with the operational teams.

**Responsabilities**:

- Adjust capacity plans on an ongoing basis to meet different operational and budgetary targets. Create the various annual budget plans which will become the capacity plans for the following year.
- Design and develop various dashboards related to individual agent and overall contact center performance.
- Develop and document standardized and simple performance management processes, using different data sources and tools.
- Analyze results, identify trends, and collaborate with workforce management and operations teams to facilitate access to information, understanding of statistics and follow-up on action plans.
- Ensure the accuracy and integrity of data and reports provided.
- Produce ad hoc and regular reports, provide explanations and recommendations to improve performance.
- Participate in continuous improvement projects by promoting automation and proactively identifying improvement opportunities.
- Train and support the various users of the contact center technology solutions in relation to workforce management and operational reporting.

**Qualifications**
- Minimum of three (3) to five (5) years of experience in Workforce management and call center reporting
- Knowledge of workforce management tools (NICE, WFM, etc.) and telephony platforms (Genesys Cloud and others.)
- Advanced knowledge of Excel, Power Pivot, Power BI
- Great knowledge of database management tools (Access, SQL, etc.) an asset
- Diploma in statistics an asset.
- Bilingual (French and English) - written and spoken.
- Knowledge of the MS Office suite.
- Proactivity.
- Autonomous.
- Ability to manage priorities.
- Excellent communication skills.

**Additional Information**

**Employment Equity

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