Call Centre Analyst, Scheduler & Reporting: Workforce Management Job in Oshawa, Ontario Canada
Our client is growing and requires a Workforce Management Analyst who is passionate about their career, is looking to grow in learning more operationally about call centres and has proven abilities and making recommendations to management from findings on reports and analytical work.
You will have 2-3 years of experience as a Workforce Management Analyst with experience in scheduling, budgeting/forecasting and some operational exposure. What we are asking for is someone who does not want only workforce planning on their plate but a variety of things call centre related (like monitoring the call queues).
More about the role :
The Workforce Management Analyst is accountable to provide resource management through the creation of effective and timely staffing schedules in multi-shift, multi-site, 24/7 environments to a variety of contact centres within Customer Care and Accounts Receivable. The Workforce Management Analyst works closely with management of each contact centre to define and adhere to business rules for their segment, and incorporate same into the schedules. The Workforce Management Analyst is also responsible for analyzing historical contact centre call performance data and adjusts staffing resources as appropriate.
Key Responsibilities:
- Interface and assist the Shared Services and Operations team in the build of Capacity Plans
- Forecast inbound and outbound (whenever it applies) demand and unplanned shrinkage 3 months out at a daily level and provide guidance on intraday patterns for both offshore and onshore centres
- Provide scheduling with the forecasting information required to generate schedules
- Analyze actual results and connect them with the original plan
- Provide Real-time Adherence support with a plan of action in light of short term deviations from the original forecast
- Present results to Operations teams on operational performance
- Analyze Adhoc requests that influence supply and demand after schedules have been posted
- Review and assess 3rd party capacity plan on a weekly basis – ensure 3rd party WFM is aligned with onshore WFM analytics
- Assess headcount reporting from Operations team and recommend hiring plans, including vendors. Communicate hiring recommendations with various stakeholder groups at a weekly team meeting
- Assess and communicate Service Level impacts of all activities
- Communicate short-term staffing conditions and provide solid mitigation plans
- Ensure all contingency, reverse contingency, and call center planning actions are implemented in accordance with required timelines and error free
- Analyze a variety of data to provide accurate Call Center forecasting for Call Volume, AHT, and Load Factor Shrinkage
- Identify all inconsistencies in data and partner with reporting, routing, and HRA teams to investigate and resolve
- Conduct post-mortem analysis of WFM metrics and extract learning’s
- Act as a WFM SME on cross-functional project teams
- Identify areas of improvement, assess impacts to CVI/EVI, and propose recommendations
Skills, Abilities and Experience:
- Post-secondary education or equivalent experience required
- Minimum of 2 years of experience in forecasting and scheduling
- Understanding of the multi-shift, multi-lingual, 24/7 environment and associated technology
- Knowledge of Aspect and/or other workforce management tool is required.
Communication skills combined with interpersonal skills - Organizational skills (in-depth)
- Strong technical skills - MS Excel and Access (preferred)
- Problem-solving skills; Analytical skills
- Highly self-motivated
Our client offers a base salary, 10% bonus, flex benefits, vacation and a pension plan.
Click here to apply: http://MH1169.maxhire.net/cp/?E55568361F43717B7E501C2077521C6D0C2C3348