Senior Analyst, Contact Center Workforce Optimization

1 month ago

Toronto, Ontario, Canada Fairstone Bank Full time
Job Summary

We are seeking a highly skilled Senior Analyst, Contact Center Workforce Management to join our team at Fairstone Bank. As a key member of our operations team, you will be responsible for providing ongoing operational analysis, advanced planning, and scheduling to ensure optimal staffing levels, meet service level objectives, and improve overall efficiency within our call center operations.

Key Responsibilities
  • Conduct ongoing analysis of call center operations to identify opportunities for improvement and implement necessary changes to enhance quality and efficiency.
  • Develop agent schedules to effectively manage contact volumes and meet service level targets, utilizing Verint WFM software to determine optimal staffing requirements and work schedules.
  • Manage and optimize staffing levels using Verint WFM software to meet multi-system service level objectives and forecast staffing needs for multiple call center teams to ensure consistent service levels.
  • Collaborate with senior management to accurately forecast call volumes and analyze historical data, assisting in projecting budgetary expenses and determining future costs.
  • Analyze call center performance history to establish goals for shrinkage, adherence, and occupancy, and determine optimal off-production activities to balance efficiency and agent well-being.
Requirements
  • Bachelor's degree in Business Administration, Operations Management, or a related field.
  • Bilingual (French and English)
  • 3-5 years of experience in workforce management within a call center environment.
  • Proven experience using Verint WFM software is required.
  • Strong analytical skills with the ability to interpret data and provide actionable insights.
  • Excellent organizational and planning abilities.
  • Ability to work independently and collaboratively with senior management and call center teams.
  • Proficiency in forecasting and scheduling, with a deep understanding of call center metrics.
About Fairstone Bank

We are proud to be recognized as one of Montreal's Top Employers for 2024 by Canada's Top 100 Employers. We offer a best-in-class workplace, incentives, and initiatives to our dedicated employees who have helped build Fairstone into an employer of choice.

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