Workforce Optimization Analyst

Workforce Optimization Analyst - Dartmouth, NS
Eastlink

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV.

The Workforce Optimization Analyst is part of the Customer Care Workforce team. The incumbent is responsible in part for creating schedules for some specialized team and real-time monitoring of service level, call volume, average handle time and availability that balance the needs of the agent with the needs of the department Schedules are produced on a regular rolling basis that meet skill set needs, training requirements, vacations, performance management /coaching sessions and service level requirements. You will be expected to coordinate with the scheduling analyst and proactively make scheduling recommendations to improve Eastlink customer service levels and balance employee satisfaction. Real time adjustment and monitoring of schedules and agent adherence among other regular Intraday analyst duties is also a key portion of this role of managing agent schedules.

**Responsibilities**:

- Create, review, and revise full and part time agent schedules as assigned on a regular basis for each queue to achieve service level
- Ensure schedules accurately account for special circumstances such as training, huddles, and agent availability
- Work with the workforce management tools to determine accurate SL forecasts and scheduling needs, as assigned in a multiskilled environment.
- Analyze schedule efficiency as assigned to ensure the proper skills are scheduled and updates based on attrition are made to avoid schedule gaps.
- Update Verint with approved schedule changes as required.
- Assist with Managing agent vacation schedules as required
- Monitors daily and real time service level, representative availability, average handle time and call volume distributions as compared to forecast.
- Monitors real time activities related to staffing including shift trades and ad hoc training.
- Provide regular reporting on agent productivity and schedule conformance, as assigned, to departmental management to ensure management has the information necessary to make the appropriate business decisions around staffing, training, agent performance.
- Coordinate any real-time unscheduled offline activities including training, meetings, coaching, etc with other Intraday analysts and Team Managers as required.
- Monitor daily and real time service levels, representative availability, average handle time and call volume distributions as compared to forecast.
- Monitors and approves as real time activities related to staffing including shift trades and ad hoc training.
- Monitors agent adherence/compliance to schedule and escalates as necessary to Team Manager for investigation
- Performs real time updates to workforce management software with service level impacting, real time activities, such as sick, late, absent, leave early, personal days.
- Update and manage outbound dialer campaign list s as required for all departments using Five9 dialer campaigns.

**Requirements**:

- Advanced analytical and computer skills
- Excellent problem solving
- Highly Detail-oriented and organized and diligent
- Strong priority and time management skills
- Business acumen
- Very strong written and oral communication skills
- Proven teamwork and collaboration skills
- Familiarity with schedule management or maintenance is considered an asset
- Understanding of dialer campaign lists management is considered an asset.
- Previous experience working within a contact center role considered an asset.
- Experience in analyzing data and identifying trends as well as strong computer and analytical skills are required. (Microsoft Office - Word, Excel,)
- A passion for Customer Care and for realizing our vision of creating excellent and efficient customer service at Eastlink.
- A post-secondary degree in business considered an asset.

**Special Conditions of Work**:
Evening and weekend work on a regular rotation will be required.

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within t