Workforce Analyst

**Aviso Wealth**:
**The Opportunity**:
We’re looking for a Workforce Analyst to join our Customer Service Experience, Workforce Management (WFM) team.

Reporting into the Senior Manager of Workforce Management the Workforce Analyst is responsible for performing essential duties on behalf of the company from your assigned Aviso office.

The Workforce Analyst is key to the success of Service Operations. Working closely with Service leaders, this role is responsible for scheduling agents to meet volume demands, including shift bids, time off requests and offline activities. As well, this role will assist with real-time monitoring of queues across multiple lines of business in order to meet KPI goals. This role requires strong relationship building and attention to detail to build and maintain trust and confidence in the Workforce Management team.

**Who you are**:

- **Service** - You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
- **Execution** - You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
- **Collaboration** - You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

**What your day looks like**:

- Scheduling_
- Manage the shift bid process, balancing the needs of the business and the preferences of the agents
- Manage time off requests, approving or denying requests based on coverage needs and employee balances
- Schedule offline activities (meetings, trainings, etc.) to meet business needs and coverage requirements
- Ensure schedules meet ESA requirements applicable to the agent’s province of employment (Ontario, British Columbia, Quebec), Aviso policies, and the standards of practice for the service department
- Create and track headcount plans, identifying opportunities to leadership, working closely with HR and Managers to track agent movement
- Provide coverage analysis to improve scheduling process, planned and after-the fact
- Maintain the Calendar of Offline events
- Document Workforce processes, procedures, and guidelines as needed
- Present workforce procedures to new hires, maintaining training guides
- Other scheduling needs, as required
- Enabling System_
- Manage set up, profile configuration, and policies within the workforce enabling systems (Genesys - WFM, SharePoint, and any future system)
- Create base schedules for each agent, managing changes to schedules based on employee movement, leave requests, and new hires
- Manage the publication of schedules for each scheduling period
- Configure and maintain agent skill assignments required for scheduling agents to meet the needs of the lines of business
- Real Time Monitoring_
- Monitor phone volumes and staffing levels to recommend and make changes to schedules, queue assignments, and engage leaders in these changes, in order to meet service level targets
- Monitor real-time adherence and communicate exceptions/outliers to the management team
- Communicate with agents and leaders in a fun, friendly, curious manner to create a warm and positive work environment that builds trust and respect

**Requirements**:
**Your experience and skills**:

- 5+ years’ experience in a contact center environment
- 2+ year(s) experience in a Workforce Management role
- Proficiency in Microsoft Excel (advanced formulas, etc.), Outlook, PowerPoint
- Experience using WFM tools (Genesys, Verint, Calabrio, AWS, Five9, etc.)
- Excellent interpersonal skills with the ability to form lasting connections with employees at all levels that represent the workforce team in a positive and friendly manner to the rest of the organization
- Strong self-management and time-management skills with the ability to work independently without supervision in a fast-paced environment
- Team player, with a focus on supporting the team and company as a whole to achieve results in a constantly changing environment
- Skilled at leveraging resources, asking for help when needed, communicating needs to your manager in a solutions-oriented way
- Attention to detail with strong documentation and follow up skills
- Stable and reliable internet access for working from home
- Fluent communication skills in English are required and bilingual skil