Workforce Analyst

16 hours ago


Markham, Ontario, Canada Aviva Full time
About the Role

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

Key Responsibilities
  • Forecasting: Develop and maintain accurate forecasts, combining key elements with past and future operational events to meet variance targets. Conduct post-incident analysis and maintain detailed event logs.
  • Scheduling: Own agent scheduling responsibilities, including optimized work schedules, vacation schedules, special event schedules, and bank time management. Provide gap analysis and mitigation solutions when business goals are at risk.
  • Performance Analysis: Continuously analyze key performance metrics to identify incidents, trends, and patterns, collaborating with Operations to resolve them.
  • Intraday Management: Monitor key indicators, queue, and agent activity in real-time, maintaining open communication with Operational leaders to optimize performance and productivity.
  • Team Request Handling: Monitor, action, and respond to incoming requests to the Workforce email box.
  • Subject Matter Expert: Provide WFM insight, solutions, and training to partners, thoroughly understanding WFM systems to improve efficiency and service proposition.
What You'll Bring
  • Three years of Contact Centre experience.
  • Able to work a flexible schedule to support team and partners' needs.
What We Offer
  • Competitive rewards package, including base compensation, annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
  • 4 weeks of vacation package.
  • Exceptional career development opportunities with diverse career paths.
  • Hybrid Work Model.

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