Operational Analyst

19 hours ago


London, Ontario, Canada Fairstone Financial Inc. Full time

About the Role

We are seeking a skilled Operational Analyst to join our team in Montreal, Quebec. As an Operational Analyst, you will play a key role in ensuring the optimal performance of our contact center operations.

Key Responsibilities

  • Conduct ongoing analysis of contact center operations to identify opportunities for improvement and implement necessary changes to enhance quality and efficiency.
  • Develop agent schedules to effectively manage contact volumes and meet service level targets using Verint WFM software.
  • Manage and optimize staffing levels using Verint WFM software to meet multi-system service level objectives.
  • Forecast staffing needs for multiple call center teams to ensure consistent service levels.
  • Analyze call center performance history to establish goals for shrinkage, adherence, and occupancy.
  • Determine optimal off-production activities to balance efficiency and agent well-being.

Requirements

  • Bachelor's degree in Business Administration, Operations Management, or a related field.
  • Bilingual (French and English), preferred.
  • 3-5 years of experience in workforce management within a call center environment.
  • Proven experience using Verint WFM software is required.
  • Strong analytical skills with the ability to interpret data and provide actionable insights.
  • Excellent organizational and planning abilities.
  • Ability to work independently and collaboratively with senior management and call center teams.

What We Offer

  • A competitive salary of $80,000 - $110,000 per year, depending on experience.
  • A hybrid work model with 3 days in-office, promoting work-life balance.
  • Tailored well-being solutions available 24/7.
  • Access to Fairstone Academy for comprehensive training and skill development.

About Us

We are proud to be recognized as one of Montreal's Top Employers for 2024 by Canada's Top 100 Employers. At Fairstone Financial Inc., we value diversity and inclusion, and we are committed to creating a welcoming and inclusive workplace.



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