Analyst, Planning and Forecasting

6 months ago

Burlington, Canada Cogeco Connexion Inc Full time

Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.

Time Type:
Régulier

Job Description:
In accordance with established policies, procedures and service principles, the incumbent is responsible for the computation and analysis of capacity drivers and associated data within Cogeco Connexion to ensure effective resource management. The incumbent is also responsible for the contact center metrics reporting and data maintenance. The duties include but are not limited to: analyzing data across all departments within Cogeco Connexion, creating reports to capture trends and anomalies, recommending staffing model and forecasting contact center capacity throughout the fiscal year, assessing proposed operational changes and product introductions to identify impact to Consumer Market related to FTE, volume, AHT and budget. Additionally, the incumbent will be responsible for creating, documenting and maintaining a consolidated contact center reporting platform and will provide tools to the Workforce Management team to help them in making decisions and improving efficiency.

:
In accordance with established policies, procedures and service principles, the incumbent is responsible for the computation and analysis of capacity drivers and associated data within Cogeco Connexion to ensure effective resource management. The incumbent is also responsible for the contact centre metrics reporting and data maintenance. The duties include but are not limited to: analysing data across all departments within Cogeco Connexion, creating reports to capture trends and anomalies, recommending staffing model and forecasting contact centre capacity throughout the fiscal year, assessing proposed operational changes and product introductions to identify impact to Consumer Market related to FTE, volume, AHT and budget. The incumbent will also be responsible for creating, documenting and maintaining a consolidated contact centre reporting platform, managing onboarding and offboarding of employee logins and accesses in WFM platforms such as Alvaria & Five9, and will provide tools to the Workforce Management team to help them in making decisions and improving efficiency.

KEY RESPONSIBILITIES
- 1- Develops and executes capacity models to ensure accurate short and long term capacity planning, for internal and outsourcing resources, for all transaction types.

2- Analyses call routing change requests to minimise impacts on call centre capacity and reporting.

3- Responsible for developing and implementing methodology to ensure data integrity and accuracy, and new reporting solutions to support current and future Cogeco objectives.

4- Responsible for providing decision making support data through existing and new reporting streams to assist management in identifying and establishing attainable performance targets relevant to the supported departments.

5- Assist budget process by providing call volume and AHT forecast and loading data

6- Collects data in the appropriate systems (ACD, WFM, Excel, Google, etc) and develops recurring reports to support the ongoing variance analysis of operational and financial performances as well as the impacts of corporate and management project initiatives.

7- Develops and executes ad-hoc reports to help identify trends, patterns and anomalies based on established parameters (i.e. by department or specific team of employees).

8- Responsible for workforce management database support in the development of automated solutions to facilitate ongoing reporting.

9- Responsible for onboarding and offboarding employees in different WFM platforms as part of the Login Management process.

10- Develops presentation views of budget vs. actual and capacity plan scenarios of Consumer Market, using analysed data in a concise and clear manner that meets the requirements of various levels of management.

11- Administers and supervises the collection of information supporting Operating budget processes or ongoing monthly reporting and communicates progress and issues impacting the deliverables.

12- Assists with other departmental requests as required and performs special projects as assigned.

13- Responsible for following proper methodology to ensure data integrity and accuracy at all times.

14- May have to coach and train other analysts within the team.

15- As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.

16- To support Cogeco’s ultimate goal of pro

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