Analyst, Workforce

2 weeks ago

Toronto, Canada Definity Full time

**Analyst, Workforce**:
Job ID : 6112
Category : Sonnet Insurance
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Toronto, Canada

**What can you expect in this role?**
- SVL Management (daily/weekly/monthly)
- Optimize work schedules to achieve our service level objectives, administering intraday schedule changes if required
- Real-time observations of our incoming and outgoing call results, AHT & service level and adjust our resource allocations based on needs
- Proactively make recommendations and implement measures to meet service level targets
- Monitor and review performance reports and service performance trends against the plan and recommend specific actions or remedies Analysis & Recommendations
- Participating in leadership meetings voicing concerns and bringing up areas of opportunities
- Data analytics: Identify, investigate, scope, and escalate performance analysis to drive company goals
- Provide ad-hoc analysis on WFM related topics and provide recommendations based on findings
- Maintain the WFM databases
- Communication of schedules and all modifications in a clear and timely manner to ensure the smooth operation of the business
- Monitor and Control the WFM Inbox
- Schedule all offline activities (trainings, meetings, coaching, etc)
- Administer the shift and vacation bids
- Add, Subtract, and Modify skillsets
- Consistent use of internal policies and procedures
- Collaborate with Operations to continuously improve WFM processes Projects, Reporting & Other Initiatives

**What do you bring to the role?**
- University degree, college diploma or equivalent work experience (business, mathematics, statistics, economics, computer science, data, engineering, programing, etc.)
- Advanced knowledge of MS Excel, including PivotTables, data search and comparison techniques, conditional tests, and macros.
- Strong written and oral communication skills.
- 1 or more years of contact center experience
- Good analytical and critical thinking skills, including the ability to understand data, draw insights, determine the 'so what'
- Team player with the strong relationship building skills, effective conflict management, and openness to different perspectives.
- Excellent written and verbal communication skills including the ability to present data and information in a compelling way, and ability to influence and achieve support for change. Able to adapt communications to different audiences.

**Go ahead and expect a lot — you deserve it, and we’ve got it**:

- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services

**Background checks**
This role requires successful clearance of a background check (including criminal checks and leadership references).

LI-Hybrid

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