Workforce Management Analyst

1 month ago

Markham, Ontario, Canada Aviva Full time
Job Summary

We are seeking a highly skilled Workforce Management Analyst to join our team at Aviva Canada. As a key member of our Workforce Management department, you will be responsible for 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 for operational areas of opportunity, and collaborate with Operations to resolve them.
  • Intraday Management: Monitor key indicators, as well as 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, Contact Centre metrics, and calculations, and the factors that influence their results.
  • Knowledge of MS Excel: basic formulas, pivot tables and charts, slicer, and timeline filters.
  • Favorable Qualifications: Experience in the field of Workforce Management. Direct working experience with WFM systems such as Verint/Aspect and phone systems such as Five9/Nice. Solid understanding of concepts and methods in statistical forecasting and/or data science. Understanding of Workforce Management related language, technology, and standard methodologies. Intermediate level knowledge of MS Excel and MS Access (coding queries and macros). Bilingual - English and French. Verifiable track record of innovation, process improvement, and positive disruption.
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.

  • Workforce Analyst

    1 month ago

    Markham, Ontario, Canada Aviva Full time

    Job Title: Workforce AnalystAviva 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...

  • Workforce Analyst

    1 month ago

    Markham, Ontario, Canada Aviva Full time

    Job Title: Workforce AnalystAviva 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...

  • 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...

  • Workforce Analyst

    4 weeks ago

    Markham, Ontario, Canada Aviva Full time

    Job Title: Workforce AnalystAviva 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...

  • Workforce Analyst

    4 weeks ago

    Markham, Ontario, Canada Aviva Full time

    Job Title: Workforce AnalystAviva 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...

  • Workforce Analyst

    3 weeks ago

    Markham, Ontario, Canada Aviva Full time

    About the RoleAviva is seeking a highly skilled Workforce Analyst to join our Workforce Management team. As a key member of our team, you will be responsible for delivering forecasting, scheduling, and intraday management solutions to our Contact Centers across Canada.Key ResponsibilitiesDevelop and maintain accurate forecasts of contact center volume and...

  • Workforce Analyst

    4 weeks ago

    Markham, Ontario, Canada Aviva Full time

    Job SummaryWe are seeking a highly skilled Workforce Analyst to join our Aviva 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 ResponsibilitiesForecasting - Analyze and combine key forecast elements with past and future operational...

  • Workforce Analyst

    3 weeks ago

    Markham, Ontario, Canada Aviva Full time

    Job SummaryWe are seeking a highly skilled Workforce Analyst to join our Aviva 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 ResponsibilitiesForecasting - Analyze and combine key forecast elements with past and future operational...

  • Workforce Forecasting Analyst

    2 days ago

    Markham, Ontario, Canada Aviva Full time

    Job OverviewThe Workforce Analyst will be responsible for delivering forecasting, scheduling, and intraday management solutions with a strong emphasis on data analysis and teamwork to drive consistent improvements.Key ResponsibilitiesForecasting - Analyze and combine key forecast elements with past and future operational events to produce forecasts within a...

  • Workforce Management Specialist

    2 weeks ago

    Markham, Ontario, Canada Aviva Full time

    At Aviva, we're looking for a skilled Workforce Management Specialist to join our team. As a key member of our Contact Centre Operations team, you'll play a critical role in delivering forecasting, scheduling, and intraday management solutions to our Contact Centres across Canada.Reporting to the Workforce Management Leader, you'll be responsible for...

  • Workforce Management Specialist

    3 weeks ago

    Markham, Ontario, Canada Aviva Full time

    Aviva is seeking a skilled Workforce Management Specialist to join our team in Canada. As a key member of our Workforce Management department, you will be responsible for delivering forecasting, scheduling, and intraday management solutions to our Contact Centres across the country.Key Responsibilities:Forecasting - Analyze and combine key forecast elements...

  • Contract Management Analyst

    4 weeks ago

    Markham, Ontario, Canada US Tech Solutions Full time

    Job Title: Contract Management AnalystWe are seeking a highly skilled Contract Management Analyst to join our team at US Tech Solutions. As a key member of our commercial team, you will be responsible for delivering outstanding customer experience through operational excellence in contract management.Key Responsibilities:Generate contract maintenance...

  • Contract Management Analyst

    4 weeks ago

    Markham, Ontario, Canada US Tech Solutions Full time

    Job Title: Contract Management AnalystWe are seeking a highly skilled Contract Management Analyst to join our team at US Tech Solutions. As a key member of our commercial team, you will be responsible for delivering outstanding customer experience through operational excellence in contract management.Key Responsibilities:Generate contract maintenance...

  • Contract Management Analyst

    1 month ago

    Markham, Ontario, Canada US Tech Solutions Full time

    Job Title: Contract Management AnalystWe are seeking a highly skilled Contract Management Analyst to join our team at US Tech Solutions. As a key member of our commercial team, you will be responsible for delivering outstanding customer experience and operational excellence from a pricing perspective.Key Responsibilities:Generate contract maintenance...

  • Contract Management Analyst

    1 month ago

    Markham, Ontario, Canada US Tech Solutions Full time

    Job Title: Contract Management AnalystWe are seeking a highly skilled Contract Management Analyst to join our team at US Tech Solutions. As a key member of our commercial team, you will be responsible for delivering outstanding customer experience and operational excellence from a pricing perspective.Key Responsibilities:Generate contract maintenance...

  • Strategic Workforce Services Director

    6 days ago

    Markham, Ontario, Canada Astellas Full time

    About the RoleWe are seeking a highly experienced and skilled Workforce Services Lead to join our Global People Services team at Astellas. The successful candidate will be responsible for the effective and efficient execution of the Workforce Services team, ensuring the provision of exceptional services to our global workforce.Key ResponsibilitiesEstablish...

  • Financial Analyst

    3 weeks ago

    Markham, Ontario, Canada Maple Supply Chain Management Inc Full time

    Job Title: Finance and Commercial Affairs AnalystMaple Supply Chain Management Inc is seeking a highly skilled Finance and Commercial Affairs Analyst to join our team. As a key member of our finance department, you will be responsible for analyzing financial and investment information, preparing company outlooks and analytical reports, and advising on...

  • Financial Analyst

    1 month ago

    Markham, Ontario, Canada Maple Supply Chain Management Inc Full time

    Job Title: Financial and Commercial Affairs AnalystMaple Supply Chain Management Inc is seeking a highly skilled Financial and Commercial Affairs Analyst to join our team. As a key member of our finance department, you will be responsible for analyzing financial and investment information, preparing company outlooks and reports, and advising on financial...

  • Financial Analyst

    1 month ago

    Markham, Ontario, Canada Maple Supply Chain Management Inc Full time

    Job Title: Financial and Commercial Affairs AnalystMaple Supply Chain Management Inc is seeking a highly skilled Financial and Commercial Affairs Analyst to join our team. As a key member of our finance department, you will be responsible for analyzing financial and investment information, preparing company outlooks and reports, and advising on financial...

  • Financial Analyst

    1 month ago

    Markham, Ontario, Canada Maple Supply Chain Management Inc Full time

    Job Title: Financial and Commercial Affairs AnalystMaple Supply Chain Management Inc is seeking a highly skilled Financial and Commercial Affairs Analyst to join our team. As a key member of our finance department, you will be responsible for collecting and analyzing financial and investment information to inform business decisions.Key...