Analyst, Operational Reporting, Workforce Management

2 weeks ago


Montréal, Canada Transat Tours Canada Full time

The Analyst, Operational Reporting, Workforce Management acts as a business partner and ensures the development of various performance reports for our contact center operational teams. The Analyst, Operational Reporting, Workforce Management is responsible for participating in activities related to the communication and production of reliable analysis and reports to support decision making. He/she will implement action plans to achieve and monitor various performance indicators, in collaboration with the operational teams.

**Responsibilities**:

- 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

**Requirements**:

- Minimum of three (3) to five (5) years of experience in call center reporting
- Knowledge of workforce management tools (NICE, WFM, ININ Optimizer, etc.) and telephony platforms (Genesys, Aspect, Symposium, etc.)
- Advanced knowledge of Excel, Power Pivot, Power BI
- Great knowledge of database management tools (Access, SQL, etc.)
- 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.

Job Details

Location:
Montreal and/or Telework

Type of Work:
Permanent, full time

Job category:
Call Centre and Customer Relations

Business segment:
Head office

Business unit:
Transat Tours Canada

Job #:
TTC-22-418

End date of posting:
2023-01-06



  • Montréal, Canada CGI Full time

    CGI - Payroll Services Centre (PSC) offers all-in-one cloud-based solution that simplifies Payroll and Human Capital Management. We are proud of our privileged relationships with clients, and their satisfaction rate is very high. Every day, our members help thousands of customers pay their employees in different industries. In this role, you will contribute...

  • Operations Analyst

    1 month ago


    Montréal, Canada Strathmore Facilities Management Inc Full time

    The Operations Analyst role is responsible for analyzing business operations and implementing process improvements in collaboration with cross-functional teams. They leverage technology, strong communication skills, documentation abilities, and reporting expertise to drive positive changes in the operations of a business. Additionally, they provide support...


  • Montréal, Canada SITA Full time

    **Overview**: As a Graduate, Service Improvement & Reporting Analyst, you will be turning data into actionable and insightful information for our stakeholders. You will make use of our tools and platforms to present data as information and create analytical solutions that are interactive and easy to understand. **_ What you will do:_** - Define and...


  • Montréal, Canada Pages Jaunes Solutions Numériques et Médias Limitée Full time

    Colleagues you’ll love.- A dynamic and collaborative workplace where you can contribute to our story.- Comprehensive benefits from day one.This is the #YPLife and what working at YP is all about.**What is a Analyst - Sales Reporting at Yellow Pages?** - Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome...

  • Reporting Analyst

    1 week ago


    Montréal, Canada Groupe Vision New Look Inc Full time

    **About New Look Vision Group** New Look Vision Group, headquartered in Montreal, Canada, is the leading provider of eye care products and services across Canada and is rapidly expanding in the United States. The Group has retail sales of optical products, which can be grouped into four principal categories: - Prescription and non-prescription eyewear -...


  • Montréal, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** What does TD Data & Analytics stand for? For starters, we believe in visionary leadership and insights. We believe in using every resource at our disposal to better serve our clients, and this includes our vast data. The Business...


  • Montréal, Canada TD Bank Full time

    404905BR Enterprise Data & Analytics Montreal, QC March 31, 2023 Company Overview Department Overview What does TD Data & Analytics stand for? For starters, we believe in visionary leadership and insights. We believe in using every resource at our disposal to better serve our clients, and this includes our vast data. The Business Intelligence group...

  • Operations Analyst

    4 weeks ago


    Montréal, Canada Tekwissenllc Full time

    **Overview**: TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a company who is a provider of banking and financial services. The company operates through two divisions, Retail Banking and Services, and Corporate and Institutional Banking **Position Summary**: **Departmental...


  • Montréal, Canada OneOcean Full time

    The commercial team is currently looking for a highly motivated **Commercial Operations Analyst** to join his Montreal team. The Commercial Operations Analyst will be working on the business side of the commercial organization, supporting the commercial operations, sales reporting and analytics function. **Here’s what your day-to-day in this role will...


  • Montréal, Canada BGIS Full time

    **Who We Are **Summary **The Junior Analyst Accounting/Reporting Assistant reports to the Accounting/Reporting Manager and provides support in all areas of financial management including budget reviews, audits, general accounting, controlling, tracking, and reporting of costs. This job also provides support to the other staff in the areas of accounting and...


  • Montréal, Canada Bell Canada Full time

    Req Id: 412095 At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world. If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on...


  • Montréal, Canada Pomerleau Full time

    **_Ready to build your career? We want to hear from you._** As a Leader, Workforce Planning working in the Talent, Culture & Leadership team at Pomerleau Construction, you will play a pivotal role on identifying workforce risks and issues which may affect future demand as well as making sure there is full visibility on talent capacity to get ahead of the...


  • Montréal, Canada Blinds To Go Full time

    Financial Analyst, Operations & Manufacturing - **Manufacturing Financial Analyst is a member of the manufacturing team directly responsible for helping the Company to achieve its financial objectives in the manufacturing operation. He/she must be a well-rounded, hands-on financial analyst with a strong desire to develop an understanding of business...


  • Montréal, QC, Canada Sagard Holdings Management Inc. Full time

    Sagard Holdings (“Sagard”) is a multi-strategy alternative asset manager with professionals located in Canada (Montreal, Toronto), the US, Europe and Asia. Assets under management have expanded from US$500M to over US$14B and Sagard’s team of diverse professionals has grown from 50 to over 300 team members in just 5 years. Sagard invests across five...


  • Montréal, Canada Fleurco Inc Full time

    **Analyste aux opérations** Êtes-vous orienté vers l'apprentissage avec des qualité de leader et de rassembleur ? Vous considérez-vous comme étant analytique et possédant de solides capacités de résolution de problèmes ? Si vous avez répondu « oui » aux deux questions, continuez à lire ! **Fleurco** se spécialise dans la conception, la...

  • Analyst Operations

    7 days ago


    Montréal, Canada National Bank of Canada Full time

    **Primary Locations**:Montreal, Quebec**: **Attendance**:Hybrid**: **Employee Status**:Regular**: **Schedule**:Full-time**: As an analyst on the National Bank Operations team, you’ll contribute to delivering a superior client experience by supporting colleagues, partners and/or clients with our products, systems, and processes. Are you passionate about...

  • Analyst Operations

    5 days ago


    Montréal, Canada National Bank of Canada Full time

    **Primary Locations**:Montreal, Quebec**: **Attendance**:Hybrid**: **Employee Status**:Regular**: **Schedule**:Full-time**: As an analyst on the National Bank Operations team, you’ll contribute to delivering a superior client experience by supporting colleagues, partners and/or clients with our products, systems, and processes. Are you passionate about...


  • Montréal, Canada Air Canada Vacations Full time

    **Description d'emploi**: Handle the day-to-day activities of the Call Center to ensure optimum efficiency / Gérer les opérations quotidiennes du centre d’appels afin de garantir une efficacité optimale. **Maternity Leave Replacement** **RESPONSIBILITIES**: Actively monitor the Interaction Supervisor software Validate that the call center staff is...


  • Montréal, Canada Desjardins Full time

    Temporary position for 12 months As an operational risk analyst, you help prevent, analyze and develop guidelines for suspicious and fraudulent transactions. You also assist with compliance, internal controls, crisis management and the security of personal information and property. You analyze issues, support the more experienced professionals in your unit,...


  • Montréal, QC, Canada Sagard Holdings Management Inc. Full time

    Sagard overview: Sagard Holdings (“Sagard”) is a multi-strategy alternative asset manager with professionals located in Canada (Montreal, Toronto), the US, Europe and Asia. Since 2016, Sagard has grown exponentially. Assets under management have expanded from US$500M to over US$14B and Sagard’s team of diverse professionals has grown from 50 to over...