Workforce Management Analyst

7 months ago


Oakville, Canada YouthCare Full time

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

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 hashtag#’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.

Pay: $70,000.00-$80,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Flexible schedule
- Life insurance
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Overtime pay
- Signing bonus

**Experience**:

- Genesys Workforce Management System: 5 years (required)
- manage business system governance: 3 years (required)
- call center metric calculations: 3 years (required)

Work Location: In person



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