Workforce management Analyst and operational reporting

4 weeks ago

Montreal, Canada Transat Tours Canada Full time
Job Description

The Workforce Management and Operational Reporting Analyst is responsible for developing, improving and communicating various capacity plans and performance reports for our contact center's operational teams. He/she also implements and monitors action plans to achieve various performance indicators, as well as budget targets, in collaboration with the operational teams.

Responsabilities:

  • Adjust capacity plans on an ongoing basis to meet different operational and budgetary targets. Create the various annual budget plans which will become the capacity plans for the following year.
  • Design and develop various dashboards related to individual agent and overall contact center performance.
  • Develop and document standardized and simple performance management processes, using different 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 follow-up on action plans.
  • Ensure the accuracy and integrity of 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 the various users of the contact center technology solutions in relation to workforce management and operational reporting.

Qualifications

  • Minimum of three (3) to five (5) years of experience in Workforce management and call center reporting
  • Knowledge of workforce management tools (NICE, WFM, etc.) and telephony platforms (Genesys Cloud and others.)
  • Advanced knowledge of Excel, Power Pivot, Power BI
  • Great knowledge of database management tools (Access, SQL, etc.) an asset
  • Diploma in statistics an asset.
  • Bilingual (French and English) - written and spoken.
  • Knowledge of the MS Office suite.
  • Proactivity.
  • Autonomous.
  • Ability to manage priorities.
  • Excellent communication skills.


Additional Information

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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