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Workforce Management Analyst
2 months ago
We are seeking a highly skilled WFM Analyst to join our team at Intact. As a key member of our workforce management team, you will be responsible for ensuring that service-level objectives are met on a daily, weekly, and monthly basis.
Key Responsibilities- Monitor inbound and outbound calls in real-time and adjust schedules as needed to meet service-level targets.
- Optimize work schedules to meet our growth, service quality, and financial goals.
- Build reports to track daily operations for timely feedback and generate reports in a timely manner to ensure data integrity.
- Analyze daily forecasts, trends, and results to identify areas for improvement and provide coaching to managers.
- Manage schedule modifications, monitor and control the scheduling email inbox, and provide first-line support for web station users.
- University degree or college diploma in a relevant field, such as business, math, statistics, economics, computer science, or engineering.
- 1-3 years of experience in a workforce planning department, with proficiency in Nice-WFM, Verrint, Cisco, and Avaya software.
- Strong analytical and problem-solving skills, with the ability to analyze results and generate operational improvements.
- Excellent written and verbal communication skills, with the ability to work effectively in a team environment.
- Strong knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing, and macros.
- A competitive salary range of $51,000 to $77,400, depending on experience and qualifications.
- A comprehensive benefits package, including a financial rewards program, employee share purchase plan, and flexible work arrangements.
- Opportunities for professional growth and development, including training and education programs.
- A dynamic and inclusive work environment, with a focus on diversity, equity, and inclusion.
