Real Time Analyst

6 months ago

Montréal, Canada Gatestone & Co. Inc Full time

Incorporated in 1926, Gatestone & Co. is a privately owned Contact Center and BPO organization providing services such as; Customer Care, Technical Support, Telesales, Digital Solutions, Social Media Management, Back Office Support and Receivable Management. As an industry leader, we provide outsourced Omni-channel solutions to many brand-sensitive and Fortune 500 companies globally. In conducting our operations, Gatestone sets high standards with respect to security and compliance with physical premise and data security being our highest priorities. Gatestone has a highly experienced management team, with decades of work experience, both nationally and internationally. Our forward thinking leadership allows us to develop strong strategies and deliver top performance results for our clients. As a result of our strategic investment in our people, unique hiring policies, technologies and process innovations Gatestone consistently delivers high quality performance and has been steadily recognized in the industry, winning several prestigious awards such as; JD Power & Associates Award for Customer Service Excellence, Call Center Excellence Award for Best Outsource Provider and Best CRM Solution Provider and GTACC Award for Service Consistency.

We are looking to hire **Real Time Analyst** to join our team.

**Both hybrid and in-office positions** are available.

**Summary of Duties**:
**KEY ACCOUNTABILITIES**:

- Loading client staffing requirements and weekly schedule generation based on staff ranking, availability etc.
- Preparing intraday reports on staff attendance and support/backup payroll admin in uploading of schedules to payroll system
- Real time management of resources specific to productive activities, performance requirements and schedule adherence
- Address agents out of compliance on scheduling or productive state expectations.
- Assist in payroll audits to validate records match in both workforce and payroll systems and identify any gaps
- Managing changes to scheduling to ensure adequate daily resource coverage
- Act as a backup for scheduling in the Shaw department for vacation and absence coverage
- Communicating with management and operations team to ensure compliance with company standards
- Assist with maintaining running report of attendance incidents
- Monitoring attendance and schedule adherence
- Providing analytical support for special projects
- Providing real-time monitoring via available tools Genesys, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives
- Performing continual analysis of current performance (noting recent historical trends) and conducting real-time re-forecasting to make necessary adjustments in staffing plans and coordinating with Operations teams to achieve service level goals / business objectives
- Communicating and working with staff members, clients, management, Human Resources, Payroll, and Accounting
- Performing any other related duties as required or assigned

**CORE COMPETENCIES & ATTRIBUTES**:

- Ability to generate and evaluate staffing schedules, and ensures data updates into scheduling system.
- An analytical thinker, able to synthesize complex or diverse information, collect and research data, use intuition and experience to complement data; skills in complex problem solving, judgment, critical thinking and decision making
- Ability to be highly organized with an emphasis on accuracy and timeliness
- Ability to organize information and have attention to detail and accurately follow procedures.
- Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
- Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics
- Ability to work occasionally evenings and weekends to meet deadlines (as needed)
- Positive attitude in a fast-paced, demanding environment
- Punctual, is consistently at work and on time, ensures work responsibilities are covered when absent
- Ability to adapt and excel as a team player in a fast-paced and change-oriented environment.

**EXPERIENCE & QUALIFICATIONS**:

- Experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment is an asset
- 1 year experience in a contact center and/or workforce scheduled environment
- Complete understanding of overall operational activities including phone and chat,
- Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner
- Experience with WFM software that includes real-time adherence (scheduling, performance tracking, reporting) is an asset
- Capacity Planning experience is p

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