Analyst, Workforce Management

6 months ago

Oakville, Canada FCT Full time

Sommaire de la compagnie

Venez travailler pour une entreprise qui est engagée dans la réussite de chacun de ses employés. C’est un milieu de travail où les innovateurs et les collaborateurs se rencontrent et tirent parti des talents de chacun. Un endroit où la diversité est accueillie et célébrée.

FCT offre la meilleure assurance titres de l’industrie et fournit des solutions de recouvrement et d’autres produits et services aux professionnels juridiques, du crédit, de l’évaluation et de l’immobilier partout au Canada. Chez FCT, vous aurez l’occasion de bâtir une carrière intéressante. Joignez-vous à nous pour nous aider à poursuivre notre travail excitant et à exercer une grande influence sur nos collègues, nos clients et les collectivités.

Sommaire du poste

Nous sommes toujours à la recherche d’excellents talents; de personnes qui font preuve d’engagement profond envers la clientèle et le marché que nous desservons. Si vous désirez vous joindre à une entreprise qui s'est engagée envers le succès de chacun de ses employés et qui offre des défis, des objectifs et des occasions de croître, tant au niveau personnel que professionnel, dans un environnement axé sur le travail d'équipe, vous aimerez travailler avec nous Nous comprenons que la promotion d’un environnement diversifié et inclusif est essentielle au succès de nos activités, et nous y travaillons activement chaque jour.

This resource will drive the objectives and disciplines towards forecasting, resource planning, operational system governance and reporting services, enabling contact center leadership teams to focus on attaining key performance objectives.

HERE’S HOW YOU’LL CONTRIBUTE:

- Responsible for managing business system governance including forecasting, reporting and approval of operational changes for call flows, requests for new queue phone #’s as required, system music & voicing of call scripts.
- Responsible for accuracy of forecast, planning metrics and timely delivery of contact center data
- Participate in strategic business planning as it pertains to forecasting and planning.
- Partner with the management team to share responsibility for meeting service level and response time objectives across all contact channels.
- Ensure that all departmental reporting deliverables are met.
- Provide leadership support for workforce management through identifying trends through Operational KPIs or critical business problems, and recommend solution(s) for process improvements to enhance the customer's experience while delivering return on investment opportunities back to the business units
- Assist Directors & Managers within each line of business with the Intraday desk by monitoring real-time queue performance, offers guidance where necessary along with ad-hoc reporting to achieve a world class contact centre environment that correlates to our strategic priority of delivering exceptional customer experiences.
- Review new/change call flow requests and updates scripts and voicing as required.
- Creation and ongoing maintenance of reports and dashboards and a clear plan for adoption of the dashboards within the business.
- Conduct root - cause analysis of interaction data, identify trends/patterns or correlations.
- Deliver actionable insights and recommendations through data analytics to senior management across the organization including sales, product and service.

HERE’S WHAT YOU’LL BRING:

- Minimum of 3 years in the field of Contact Center Workforce Management
- Strong Computer Skills required; Excel, Workforce Management Software, Telephony tools
- Strong analytical skills and demonstrated understanding of call center metric calculations
- Demonstrated knowledge and work experience with Genesys WFM or other comparable WFM platform
- Excellent communication and customer experience skills

VOICI CE QUI NOUS DISTINGUE:
Grâce au mentorat, à des outils novateurs et à une variété de programmes qui mobilisent et récompensent les employés, nous donnons à chacun d’eux les moyens d’exceller et d’obtenir des résultats.- Une gamme complète d’avantages sociaux comprenant des soins de santé virtuels et un programme d’aide aux employés et à la famille.- Un régime d’épargne-retraite collectif assorti d’une cotisation patronale de contrepartie.- Des congés payés généreux.- Des modalités de travail hybrides.- Des occasions de bénévolat rémunéré et des programmes de dons de bienfaisance jumelés.- Des programmes de reconnaissance des employés assortis de primes de recommandation.- D’éventuels incitatifs fondés sur le rendement.- La possibilité de participer à notre régime d’actionnariat.- Et plus encore
- _Conformément aux dispositions du contrat de travail._
- L’Institut Great Place to Work ® a nommé FCT parmi l'un des 50 Meilleurs lieux de travail au Canada, Meilleurs lieux de travail au Canada pour les services financiers et l'assurance

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