Workforce Analyst

3 weeks ago

Markham, Ontario, Canada Aviva Full time

At Aviva, we're looking for a skilled Workforce Analyst to join our Workforce Management team. As a key member of our team, you'll be responsible for delivering forecasting, scheduling, and intraday management solutions to our Contact Centres across Canada.

Reporting to the Workforce Management Leader, you'll work closely with our Operations team to drive consistent improvements and achieve business goals. Your expertise in data analysis and teamwork will be essential in providing forecasting, scheduling, and performance analysis to our Contact Centres.

Key responsibilities will include:

  • Forecasting: Analyze and combine key forecast elements with past and future operational events to produce forecasts within a variance target.
  • Scheduling: Own overall agent scheduling responsibilities, including the production and maintenance of optimized work schedules, vacation schedules, and special event schedules.
  • Performance Analysis: Continually analyze key performance metrics to identify incidents, trends, and patterns on agent and operational areas of opportunity.
  • Intraday Management: Monitor key indicators, queue and agent activity in real-time, and maintain open communication with Operational leaders to coordinate changes to optimize performance and productivity.
  • 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.

As a Workforce Analyst, you'll have the opportunity to work with leading WFM technology and methods, and contribute to the development of our Workforce Management team. If you're a self-starter with excellent communication skills and a passion for data analysis, we encourage you to apply for this exciting opportunity.

We offer a 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, and we support your professional development and your investment in academic studies.

Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process. If you require an accommodation because of a disability, we will work with you to meet your needs.

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