Workforce Management and Operational Reporting Analyst

2 weeks ago

Montréal QC HX C, Canada Air Transat Full time $60,000 - $90,000 per year

Company Description

Be part of the journey

Our mission is to be the preferred airline of our customers and our team. Open-mindedness, concern for others, intelligence at work, and above all, a good dose of fun allow us to achieve great things every day. Our commitment has earned us the title of best leisure airline in the world several times, and this is just the beginning. Want to join us? You will have the chance to enjoy exclusive travel privileges to explore the world and create unforgettable memories. You will also have the opportunity to work in modern and inspiring work environments.

Job Description

In collaboration with the operational teams, the advisor ensures the development, improvement, and communication of various capacity plans and performance reports for the operational teams of our contact center. The incumbent must also implement and monitor action plans to achieve various performance indicators and budget targets.

Responsibilities

  • Continuously adjust capacity plans to achieve various operational and budgetary targets.
  • Prepare the various annual budget plans that will become the capacity plans for the following year.
  • Design and develop various dashboards related to the individual performance of agents and the overall performance of the contact center (mainly with Power BI).
  • Develop and document standardized and simple performance management processes, using various data sources and tools.
  • Analyze results, identify trends, and collaborate with workforce management and operations teams to facilitate access to information, understanding of statistics, and monitoring of action plans.
  • Ensure the accuracy and integrity of the data and reports provided.
  • Produce ad hoc and regular reports, provide explanations and recommendations to improve performance.
  • Participate in continuous improvement projects by promoting automation and proactively identifying improvement opportunities.
  • Train and support various users of the contact center's technological solutions related to workforce management and operational reporting.

Qualifications

  • Degree in statistics (an asset)
  • Minimum of three (3) to five (5) years of experience in workforce planning and call center reporting.
  • Knowledge of workforce management tools (NICE, Webstation, EEM a plus) as well as telephony platforms (Genesys Cloud, and others).
  • Advanced knowledge of Excel, Power BI, and automated processes like Power Automate.
  • Proficiency in database management tools (Access, SQL, etc.) (an asset).
  • Knowledge of the MS Office suite.
  • Proactivity.
  • Autonomy.
  • Ability to manage priorities.
  • Excellent communication.
  • Oral and written fluency in French and English

Additional Information

LI-FB1
  • A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English, both orally and in writing, with colleagues, customers, and other stakeholders in Quebec, the rest of Canada, and internationally.

Employment Equity

At Transat, we foster an environment where inclusiveness, respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women, members of visible minorities, ethnic minorities, aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation, please contact us in order to work together in meeting adequately your needs.

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