Real Time Analyst, Workforce Planning and Operations Specialist
3 weeks ago
The CB Canada Real Time Analyst plays a vital role in assisting Customer Service Center Operations in achieving service and productivity objectives. This position is responsible for daily reporting, staffing & scheduling (post publication), and monitoring of real time performance. This includes reviewing team member schedule adherence, intraday management of resources, monitoring channel performance and productivity, and schedule adjustments to meet staffing and service goals.
Key Duties & Responsibilities- Performance Updates and Reporting: Provides intraday performance updates and reporting to Management, communicating trends within the business.
- Real Time Performance Management: Monitors and manages phone, email, chat, and back office performance by analyzing real time volume and team member performance.
- Workload Distribution Management: Monitors and manages workload distribution by adjusting team member skilling and channel within the Customer Service Centers.
- Intraday Forecasting: Utilizes intraday forecasting tools to assist with analyzing real time staffing requirements to meet service objectives.
- Exception Handling: Partners with leadership to update team member schedules for requested exceptions post schedule publication by entering daily exceptions into Verint.
- Service Level Optimization: Optimizes and adjusts team member activities, e.g., breaks, lunches, meetings to minimize service level deviations.
- Resource Allocation: Approves offline requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals.
- Crisis Management: Respond to unanticipated changes to headcount, call volumes, and system issues (initiate all hands-on deck or VTO).
- Real Time Chat Support: Responds to Real Time chat requests from leadership for offline activities.
1-3 years minimum experience in Customer Service Center Workforce Management environment preferred. Experience with Workforce Optimization Software (e.g., NICE, Verint, EWFM, TeleOpti), and ACD technology (e.g., Avaya, Cisco). Ability to gather and analyze statistical data and generate reports. Microsoft Excel skills and proficiency in other Microsoft Office applications. Ability to prepare and present reports accurately and well within the time frame specified. Ability to maintain composure in critical situations and communicate effectively, both written and verbal. Display a high level of professionalism, integrity, and maturity. Detail oriented with good organization, time management, and problem-solving skills. Strong ability to multi-task and coordinate procedures in a fast-paced environment. Must possess strong communication and interpersonal skills across multiple levels within the organization, including the ability to influence, negotiate, and escalate unresolved problems or questions. Must be proactive and able to work with little or no supervision.
At CB Canada, we strive to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of our team members. As part of our hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.
In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan. We are committed to the principles and practices of employment equity. We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities. Accommodations are available on request for all persons with disabilities taking part in the selection process.
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