Workforce Intraday Analyst

3 months ago

Winnipeg, Canada Canada Life Assurance Company Full time

Workforce Intraday Analyst

**Description:
- Temporary Full Time- Join our team as a Real-Time Operations Analyst, where you will play a crucial role in managing telephony/interaction platform queues and skilling across diverse channels. Your contributions will directly impact service levels, client experiences, and overall workforce operations.**What You Will Do**:

- **Telephony/Interaction Platform Management**:Take full responsibility for real-time queues and skilling, ensuring optimal scheduling integrity and meeting service level agreements (SLA) across all channels and business units.
- **Event Triage & Shrinkage Optimization**:Timely triage of events, maintaining SLA requirements, and minimizing impacts on client experience delivery.
- **Collaboration with Shared Services and Business Development Teams**:Efficiently coordinate and deliver insights to enhance scheduling and forecasting.
- **Application/Automations Testing Support**:Execute defined test cases, ensuring bug fixes and citizen development products are delivered without negative impacts.
- **Cross-Functional Relationship Management**:Execute campaign changes/updates, communicate on system issues, and collaborate on maintenance and testing efforts with various cross-functional teams.
- **Innovation and Continuous Improvement**:Contribute to medium-level innovation by initiating and evolving mitigation strategies, providing insights into process improvements, and driving workforce best practices adoption.

**What You Will Bring**:

- **Execution Skills**:Ability to maintain focus through event triage and times of stress.
- **Soft Skills**:Passionate, proactive, creative, collaborative, and influential without authority.
- **Abstract Reasoning and Conceptual Thinking**:Essential for problem-solving in complex scenarios.
- **Innovative Thinking**:Demonstrate a medium level of innovation by providing insights into process improvements and driving workforce best practices adoption.
- **Experience**:2-5 years of Workforce Management experience in a similar role. Workforce Management Experience with next generation WFO and Telephony software with a focus on Real time adherence, same day scheduling and skilling adjustments and profile maintenance an asset. (examples include but not limited to Verint, Calabrio, Genesys, Cisco, Amazon, Five9).
- **Education**:High School Diploma required; additional certifications or specializations in relevant areas are beneficial.
- **Adaptability**:Organized, collaborative, adaptable to change, and disciplined in approach to work.

**_Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Regina, Toronto, London, Winnipeg._**
- Reliability Status security clearance - this is a personnel security status that is required before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website- The base salary for this position is between **$49,100****:

- $81,800** annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.-
- Be your best at Canada Life- Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.- You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.- Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.- Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.- We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.-
- Canada Life would like to thank all applicants, however only those who quali

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