Officer, Workforce Reporting Analysis and System

2 months ago

Toronto, Canada Canada Post - Postes Canada Full time

Job Requisition Id: 165980
Business Function: Human Resources
Primary City: Toronto
Other Location(s):
Province: Ontario
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: Bilingual Imperative (BBBB)
Employee Class and Level: UPCEA06
Working Hours: Must have flexibility to work in a shift environment ranging from 6 am to 9 pm and potentially weekends.

Number of Vacancies: 1
Job Closing Date (MM/DD/YYYY): 03/13/2023

The Officer reports directly to the Manager, HR Shared Services Operations Planning. The Officer manages the scheduling of shifts, the administration of Workforce Management software and monitoring of various skill sets for AccessHR Contact Centre agents. In addition, the Officer’s role consists of coordinating schedule activities such as training, employee engagement, coaching and all other off-phone activities. The Officer is responsible to prioritize and coordinate the activities to support the day to day operations of AccessHR and the Pension Centre. The Officer ensures compliance and optimization of resources to meet Key Performance Indicators (KPI), and regularly reports on AccessHR and Pension Centre activities and progression in comparison to targets.

**Responsibilities**:
Below are the main job requirements and responsibilities for the Officer, Workforce Reporting Analysis and System Support.

1. Provides planning, forecasting, analysis, cost evaluation and performance measurement to the Workforce Manager and any other pertinent stakeholders in accordance with business processes and standards.

2. Monitors and reports on workload against established objectives, makes recommendations, identifies short-term or long-term impact of current trends on KPIs such as hours, volumes and budgets by gathering data from various sources and assists in development of corrective actions to reduce significant variances. Creates and maintains macros and/or databases to properly sort and analyse data and provides various reports to the Service Integration team, Pension team and AccessHR team to ensure peak agent performance.

3. Co-ordinates with the AccessHR team leads and manager all off-phone activities for Contact Centre agents. Monitors compliance, identifies risks and makes appropriate changes for remedial action to ensure operational requirements are met.

4. Establishes standard practices and methodologies for development of plans and forecasts. Assists in the development and publishing of tutorials and guidelines which provide clarity in the use of reports and trend analysis.

5. Co-ordinates systems and data activities. Co-ordinates the installation and setup of hardware or software, administers user information, and arranges for proper licenses including advising users on requests for access where required. Reports any system problems and keeps appropriate teams in the loop on resolutions. Analyses and communicates all technical and system changes relating to workforce.

**Job Responsibilities (continued)**:
6. Manages, coordinates and maintains Contact Centre agent schedules in accordance with volumetric forecasts, within allocated daily and weekly budgets, in collaboration with team leads and managers.

7. Manages shift bid activities in accordance with Collective Agreement.. Validates the shift bid process by using available tools and software.

8. Creates, reviews, and finalizes schedules in Workforce Management software. Changes weekly schedules, training schedules, shift bid schedules, etc. and ensures the agents are in the proper group assignments. Monitors and maintains the information in the Workforce Management software such as intra-day activity, skillset assignments, reports, data input and data maintenance to ensure network integrity.

9. Provides change of shift notification, and solicits voluntary extended hours and overtime to Contact Centre agents in accordance with the Collective Agreement

10. Responds to customer requests in an efficient and professional manner and maintains professional contact with internal customers to provide best practice for the organization.

**Qualifications**:
**Education**
- Completion of secondary school according to provincial standards or equivalent (GED) is required AND
- Completion of post-secondary (College/University) course(s) in a related field.

**Experience**
- 2-5 years of related work experience is required
- Enrolment in specific designation and or certifications programs may be required for certain positions.

**Other Information**:
Anticipatory staffing to create an eligibility list to for a period of twelve (12) months.

**Safety Sensitive Positions**
This position may be considered a Safety Sensitive position.

**Employment Equity**

Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain

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