Workforce & Business Relationship Analyst (Service

**Career Opportunity**

The Region of Waterloo is currently recruiting for a:
**Full Time - Workforce & Business Relationship Analyst**

Department: Human Resources & Citizen Services
Division: Service First Contact Centre
Hours of Work: 35 hours per week
Location: 99 Regina St S, Waterloo (Hybrid)
**Our Story**:
Serving, engaging, and inspiring current and future generations.

Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.
**Our Team**:
The Service First Contact Centre is seeking an individual who is passionate about service improvement, has an aptitude for developing positive business relationships, and can lead our staff scheduling process. We are a team of customer focused individuals who are proud deliver information and services to our over 630,000 residents 365 days a year, 24 hours a day.
Come join our dynamic team where YOU matter
**The Opportunity**:
Reporting to the Manager, Service First Contact Centre, this exciting opportunity would be well suited for an enthusiastic, creative and collaborative self-starter who thrives in an environment of innovation and change. If you are driven by the expressed goal to provide an excellent client experience, through collaboration and partnerships with our various program areas (ex. Grand River Transit, Public Health, Community Services, Waste Services, etc), this opportunity may be for you This role will also play a key role in overseeing the Workforce management processes for our Contact Centre, including scheduling and schedule decision making, reporting and queue management.
- You will build relationships with program area managers across the organization, acting as the business relationship manager to identify and drive improvements and updates through services delivered via the SFCC to ensure a consistent and exceptional client experience.
- Leading process improvement projects, conducting research and analysis, and engaging internal teams, you will identify opportunities for enhancement, as well as coordinating on updates and enhancements to knowledge skills and resources.
- Working with the SFCC Management Team and HRC Systems Analyst you will coordinate key contact centre performance metrics for operational use and distribution to the Division’s senior leader.
- You will manage the end to end scheduling process, using data to inform schedule creation, managing and approving scheduling changes, and monitor operational performance to make ad hoc changes to channel routing to align to customer demand.
- The requirements for this position would normally be acquired through post-secondary education in a related field and demonstrated experience in service improvement and or staffing optimization in a contact centre.
- Knowledge of contact centre technologies, performance metrics and indicators, and statistical analysis and interpretation such as queuing theory.
- Knowledge in business process redesign.
- Advanced problem-solving skills along with sound judgement to assess and resolve/escalate issues.
- Strong interpersonal skills to develop and maintain relationships with all levels of management and staff.
- Strong verbal and written communication skills and presentation skills.
- Solid time management and organizational skills.
- Ability to work collaboratively in a team or individually with mínimal supervision.
- Ability to travel within and occasionally outside Waterloo Region.
- Ability to support and demonstrate the Region’s values.
**Additional Information**:
**Compensation**:
In addition to offering a competitive compensation package, we have a strong focus on health and wellness, including fitness facilities and family-focused benefits. The salary of this position ranges between $69,232.80 - $86,541.00 per annum (Grade 4 on the Management & Management Support wage scale).