Workforce Analyst

4 weeks ago

Markham, Canada Aviva Full time

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence.

Aviva's Workforce Management department is a centralized, shared services team accountable for delivering a full suite of Workforce services to our various omni-channel Contact Centres across Canada.

The Workforce Analyst is a key function to the success of the business unit. Reporting to the Workforce Management Leader, the Workforce Analyst will be responsible for delivering forecasting, scheduling, and intraday management solutions to our Contact Centre partners, with a heavy emphasis on data analysis and teamwork to drive consistent improvements.

What you’ll do- Forecasting - Analyze and combine key forecast elements with past and future operational events to produce long term/short term/intraday forecasts within a variance target. Provide post incident analysis on any variance to target. Maintain detailed event logs of incidents impacting Operations for use in future forecasts.- Capacity Planning - Use forecasting models to preplan: Headcount requirements; hiring/training cycles; shrinkage management; future project/marketing initiatives in order to: improve staff productivity and work-life balance; achieve business goals; as well as define Operational budgets.- Scheduling - Own overall agent scheduling responsibilities, including, but not limited to: the production and maintenance of optimized work schedules; vacation schedules; special event schedules; and bank time management. Provide gap analysis and mitigation solutions when business goals are at risk of not being achieved.- Performance Analysis - Continually analyze key performance metrics to identify incidents, trends, and patterns on agent and operational areas of opportunity, and collaborate with Operations to resolve them.- Intraday Management - Monitor key indicators, as well as queue and agent activity in real-time. Maintain open communication with Operational leaders to coordinate changes to: optimize performance and productivity; mitigate negative impacts to business goals; and activate business recovery plans when needed.-
- Subject Matter Expert - Provide WFM insight, solutions, and training to partners in a clear and concise manner. Thoroughly understand the capabilities of the WFM systems to improve efficiency and our service proposition. Keep current with leading WFM technology and methods.

What you’ll bring

Minimum Qualifications- Five years of contact centre experience including three years on a Workforce Management or Command Centre team in a dedicated Workforce Analyst role.- Can work a flexible schedule to support the needs of our team and partners. Every effort is made to provide shift predictability and stability.

Expected Qualifications- Knowledge of industry related language and technology; as well as Contact Centre metrics, calculations, and the factors that influence their results.- Deep understanding of Workforce Management related language, technology, and standard methodologies.- Proficient with WFM software such as IEX, Aspect and Verint- Knowledge of MS Excel: basic formulas; pivot tables and charts; slicer and timeline filters

Favorable Qualifications- Direct working experience with the following software: Five9 Contact Centre and Verint WFM.- Solid understanding of concepts and methods in statistical forecasting and/or data science.- Expert level knowledge of MS Excel and MS Access; coding queries and macros.- Bilingual - English and French.- Verifiable track record of innovation, process improvement, and positive disruption.

Expected Skills and Abilities- Self-starter and able to adapt in a fluid environment.- Ability to reprioritize individual work to support team needs as circumstances require.- Strong time management, organizational, and goal setting skills.- Ability to consistently meet deadlines unsupervised.- Excellent communication skills; written, verbal and ability- Ability to adapt to various working relationships with partners at all organizational levels.- Consummate professional particularly when handling difficult situations or people.

What you’ll get- Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.- Our vacation package starts at 4 weeks- Exceptional career development opportunities with diverse career paths, including the opportunity for leadership.- We support your professional development and your investment in academic studies.- Hybrid Work Model

Additional Information

  • Workforce Analyst

    1 month ago

    Markham, Canada Aviva Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence. Aviva's Workforce Management department is a centralized, shared services team accountable for delivering a full suite of Workforce services to our Contact Centres across Canada. ...

  • Workforce Analyst

    5 days ago

    Markham, Canada Aviva Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence. Aviva's Workforce Management department is a centralized, shared services team accountable for delivering a full suite of Workforce services to our Contact Centres across Canada. ...

  • Workforce Analyst

    1 month ago

    Markham, Canada Aviva plc Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.Aviva's Workforce Management department is a centralized, shared services team accountable for delivering a full suite of Workforce services to our Contact Centres across Canada.Reporting...

  • Workforce Analyst

    1 month ago

    Markham, Canada Aviva plc Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.Aviva's Workforce Management department is a centralized, shared services team accountable for delivering a full suite of Workforce services to our Contact Centres across Canada.Reporting...

  • Workforce Analyst

    1 month ago

    Markham, Canada Aviva plc Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.Aviva's Workforce Management department is a centralized, shared services team accountable for delivering a full suite of Workforce services to our Contact Centres across Canada.Reporting...

  • Workforce Analyst

    5 days ago

    Markham, Canada Aviva plc Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.Aviva's Workforce Management department is a centralized, shared services team accountable for delivering a full suite of Workforce services to our Contact Centres across Canada.Reporting...

  • Workforce Analyst

    5 days ago

    Markham, Canada Aviva plc Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.Aviva's Workforce Management department is a centralized, shared services team accountable for delivering a full suite of Workforce services to our Contact Centres across Canada.Reporting...

  • External Workforce Analyst

    1 month ago

    Markham, Canada Aviva Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence. Aviva's Workforce Management department is a centralized, shared services team accountable for delivering a full suite of Workforce services to our Contact Centres across Canada. Reporting...

  • External Workforce Analyst

    1 month ago

    Markham, ON, Canada Aviva plc Full time

    Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence. Aviva's Workforce Management department is a centralized, shared services team accountable for delivering a full suite of Workforce services to our Contact Centres across Canada. ...

  • Account Analyst

    2 weeks ago

    Markham, Ontario, Canada Randstad Canada Full time

    Are you a customer service professional with previous experience in a fast paced call centre environment? If so we have a great opportunity for you Our client in the insurance industry is seeking an Account Analyst - Personal and Commercial Lines Call Centre to work a 6 month assignment in support of their Markham location (hybrid role). Training will be...

  • Account Analyst

    5 days ago

    Markham, Ontario, Canada Randstad Canada Full time

    Are you a customer service professional with previous experience in a fast paced call centre environment? If so we have a great opportunity for you Our client in the insurance industry is seeking an Account Analyst - Personal and Commercial Lines Call Centre to work a 6 month assignment in support of their Markham location (hybrid role). Training will be...

  • Financial Analyst Intern

    1 month ago

    Markham, Canada Johnson & Johnson Full time

    Johnson & Johnson Medtech Canada is recruiting for a Financial Analyst Intern located in Markham, Ontario. JJMDC is looking for a Financial Analyst Intern to join our team for a 4 month term beginning May 2023. As the Financial Analyst Intern, you will be a member of the Finance team, with responsibility to provide the know-how and energy to achieve optimal...

  • Customer Support Analyst

    3 weeks ago

    Markham, Canada Randstad Canada Full time

    Our client, a leading enterprise software solutions provider is looking for a Customer Support Analyst, responsible for participating in the day-to-day processes of the team, including but not limited to queue management, queue call coverage, responding to email, and assisting with the growth and management of the company's reference account base. This is a...

  • Data Analyst

    3 days ago

    Markham, Canada Extendicare Full time

    **Job Description**: As part of the Office of the Chief Medical Officer, the Data Analyst will review, analyze, and create reports designed to track the performance of key initiatives related to Extendicare’s Corporate Quality and Medication Safety Technology strategies. The Data Analyst will support Extendicare’s Quality and Operations teams with a...

  • Financial Analyst

    3 days ago

    Markham, Canada Extendicare Canada Full time

    Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of over 115 senior care and living centres as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly...

  • Business Analyst/Transformation Analyst

    2 weeks ago

    Markham, ON, Canada Tata Consultancy Services Full time

    TCS is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity and is reflected in our people stories across our workforce implemented through...

  • Benefits Analyst

    1 month ago

    Markham, Canada Extendicare Canada Full time

    **Benefits Analyst** - Reporting to the Senior Benefits Manager, Benefits Analyst will support the HR Shared Services Operations Team by providing benefits support for hourly and salary employees across Canada. This role will also drive reconciliation and processing of 3rd party payments while resolving employee issues with 3rd party providers as...

  • Benefits Analyst

    1 month ago

    Markham, Canada Extendicare Canada Full time

    **Benefits Analyst** Reporting to the Senior Benefits Manager, Benefits Analyst will support the HR Shared Services Operations Team by providing benefits support for hourly and salary employees across Canada. This role will also drive reconciliation and processing of 3rd party payments while resolving employee issues with 3rd party providers as...

  • Benefits Analyst

    4 days ago

    Markham, Canada ParaMed Home Health Care Full time

    **Benefits Analyst** Reporting to the Senior Benefits Manager, Benefits Analyst will support the HR Shared Services Operations Team by providing benefits support for hourly and salary employees across Canada. This role will also drive reconciliation and processing of 3rd party payments while resolving employee issues with 3rd party providers as...

  • Benefits Analyst

    2 days ago

    Markham, Canada Extendicare Canada Full time

    **Benefits Analyst** Reporting to the Senior Benefits Manager, Benefits Analyst will support the HR Shared Services Operations Team by providing benefits support for hourly and salary employees across Canada. This role will also drive reconciliation and processing of 3rd party payments while resolving employee issues with 3rd party providers as...