Workforce Analyst

1 month ago

Markham, Ontario, Canada Aviva Full time
Job Title: Workforce Analyst

Aviva is seeking a highly skilled Workforce Analyst to join our Workforce Management team. As a Workforce Analyst, you will play a critical role in delivering forecasting, scheduling, and intraday management solutions to our Contact Centres across Canada.

Key Responsibilities:
  • Forecasting: Analyze and combine key forecast elements with past and future operational events to produce forecasts within a variance target. Provide post-incident analysis on any variance and maintain detailed event logs of incidents impacting future forecasts.
  • Scheduling: Own overall agent scheduling responsibilities, including the production and maintenance of optimized work schedules, vacation schedules, special event schedules, and bank time management. Provide gap analysis and mitigation solutions when business goals are at risk of not being achieved.
  • Performance Analysis: Continually analyze key performance metrics to identify incidents, trends, and patterns on agent and operational areas of opportunity, and collaborate with Operations to resolve them.
  • Intraday Management: Monitor key indicators, queue, and agent activity in real-time. Maintain open communication with Operational leaders to coordinate changes to optimize performance and productivity, mitigate negative impacts to business goals, and activate business recovery plans when needed.
  • Team Request Handling: Monitor, action, and respond to incoming requests to the general inbound Workforce email box.
  • Subject Matter Expert: Provide WFM insight, solutions, and training to partners in a clear and concise manner. Thoroughly understand the capabilities of the WFM systems to improve efficiency and our service proposition. Keep current with leading WFM technology and methods.
Requirements:
  • Three years of Contact Centre experience
  • Able to work a flexible schedule to support the needs of our team and partners. Every effort is made to provide shift predictability and stability.
  • Knowledge of industry-related language and technology, as well as Contact Centre metrics, calculations, and the factors that influence their results.
  • Knowledge of MS Excel: basic formulas, pivot tables, and charts, slicer, and timeline filters.
What We Offer:
  • Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
  • Our vacation package starts at 4 weeks.
  • Exceptional career development opportunities with diverse career paths, including the opportunity for leadership.
  • We support your professional development and your investment in academic studies.
  • Hybrid Work Model.

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