Intraday Analyst

4 weeks ago


Toronto, Canada Flexiti Financial Full time

**About Us**

Flexiti is one of Canada’s fastest growing fintech lenders. We aim to make our customers’ lives more affordable and help our retail partners grow their sales by offering flexible financing options. Through our award-winning omni-channel platform, customers can be approved instantly to shop with their FlexitiCard®, which they can use online or in-store to make multiple purchases, within their credit limit, without needing to reapply.

At Flexiti, we work hard, we love what we do, and we have some fun along the way If you are looking for an energizing and innovative work environment with great people and big ideas, we’d love to have you join us

**Intraday Analyst**:
Flexiti is looking for an Intraday Analyst to join it’s Work Force Management team. The Intraday Analyst will work with the Operations and Call Centre teams to ensure that in day metrics (SLs, adherence, etc) are met.

**What you will be doing**:

- Provide intraday real-time monitoring of service levels for all queues, including real time monitoring of agents performance and make recommendations in order to optimize.
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Maintain and deploy reports for WFM team and operations, on shrinkage, occupancy, and other productivity reports
- Provide proactive, data-based recommendations and insights to support continuous improvement
- Provide support and assistance to the WFM team as needed

**Why you would love to work here**:

- You’ll be a part of an award-winning, fast-growing company
- Our innovative culture promotes on-going learning opportunities with training and mentorship
- Competitive compensation package commensurate to experience plus benefits
- Comprehensive drug/medical/dental insurance, we pay your premiums
- RRSP program with company match
- A new and vibrant office environment and remote working capability
- Extra-long weekends in the summer, paid volunteer day

**What you should have**:

- 3+ years of experience in a Call Centre environment
- Experience with Aspect/Alvaria WFM software is an asset (including required programs, platforms, technical skills, etc.)
- Experience with Five9 Cloud Contact center software is an asset
- Proficiency in MS Office, including Word, Excel, and Outlook
- Proven ability to effectively analyze and interpret data to accurately convey business need
- Demonstrated ability to identify issues and effectively resolve
- Ability to adjust to fluctuating work load with the pressure of tight deadlines
- Strong communication and presentation skills
- Flexibility to work various shifts to support the operations and call centre teams, including weekends and holidays


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