Intraday Analyst

Reporting to the Manager of Contact Centre Operations, the IntraDay/WFM Analyst plays a critical role in the delivery of service to Market Force clients. A keen eye for detail and ability to provide oversight to real-time operations, the IntraDay/WFM Analyst will provide reporting, monitor service level performance and direct Contact Centre resources to ensure service levels and business objectives are met on a consistent basis. In collaboration with the CC Leadership team, this role is responsible for the daily management of all service channels.

Essential Duties and Responsibilities:

- Provides constant and effective queue management support to optimize employee skilling, schedule adherence and availability to meet SLAs (Service Level Agreements).
- Provides guidance and recommendations for floor management.
- Monitors staffing levels and work volumes real-time, to diagnose emerging trends and support decisions regarding resource allocation.
- Proactively identifies and initiates appropriate actions, following established procedures and guidelines, to ensure that service level objectives are met.
- Takes the lead in coordinating and deciding on real-time action plans, with the Leadership team to manage and resolve service impacting events.
- Analyzes staffing trends and makes recommendations to the Leadership team including use of overtime and/or voluntary time off.
- Works closely with the Leadership team and other stakeholders to plan and execute activities such as training events, team meetings and coaching sessions. Compiles historical data to facilitate the forecasting design process including transaction volumes, average handle time and shrinkage.
- Coordinates shift preferences and schedule assignments for both new and existing employees.
- Prepares and analyses agent work schedules in order to meet SLAs
- Facilitates the planning and scheduling process for all off-line activities including meetings, training, coaching and vacations
- Ensures that schedules are published and implemented within acceptable time frames
- Analyses requests for schedule changes and responds appropriately
- Maintains information on employee activity including schedule assignments, absences, punctuality, meetings and other schedule exceptions,
- Provides daily, weekly, monthly and ad hoc reports as required by CC Leadership team

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Minimum 2 years' experience working with contact center metrics and reporting
- Completed secondary education required
- Post-Secondary educational experience preferred
- Experience in Business Administration or Analysis discipline an asset
- Advanced knowledge of Microsoft Excel with ability to create, maintain and understand complex formulas and macros.
- Experience with InContact and IEX platforms an asset
- Familiarity with contact center supporting technology (ACD, IVR, WFM, etc.)

Computer Skills:
Hours of work: Due to the global requirements of our organization, hours may vary, including weekends, and holidays

Our company fosters an environment of energy, learning and growth. Along with offering competitive pay we are excited to offer great employee benefits including:

- MFI Corporate & Personal Bonus Program
- RRSP/DPSP
- Peggo Transportation - Discounted Bus Pass Program
- Flexible Vacation Time
- Benefits (Single or Family) - Health, Dental and Vision Insurance
- Life Insurance
- LTD

Market Force Information is an equal opportunity employer