Workforce Management Analyst

Responsibilities

• Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM responsibility.
• Critically evaluate schedules during creation and upon completion in all metrics for multiple lines of business—Forecast Variances, Service Level targets, AHT target variances, Staffing requirements, etc.
• Identify course of action or propose solutions with supporting metrics relating to staffing deviations (Next day Extended Hours/Full day VTO, Schedule Adjustments, etc.).
• Collaborate with the Workforce Management Supervisor and Director to implement scheduling strategies that are aimed at hitting targets related to call forecasting and service level.
• Complete weekly OTL‑Workday interface to ensure all agents under the WFM responsibility have timecards submitted.
• Be responsible for all Aspect and/or Evolia updates impacting future schedules, which includes scheduling coaching, team meetings, training and shift trades.
• Handle vacation selection and vacation changes for agents.
• Work in partnership with the Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM responsibility.
• Attend all applicable Scheduling and forecasting meetings and take action items as required from these meetings.
• Support the management team with the implementation of new initiatives and projects from a real‑time perspective.
• Analyze staffing and routing changes based on observations with the ability to make recommendations to the immediate supervisor in a professional and positive manner.
• Manage and respond to all emails received in the inbox in a timely and professional manner.
• Use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• Remain constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

• 3+ years experience in scheduling in a contact centre environment.
• A previous background in Contact Centre Management and Workforce Management is an asset.
• A previous background in Aspect and Five9 is an asset.
• Must be proficient in desktop applications including MS Office applications (i.e., Excel, Word and Access) and database management programs.
• Strong understanding of call centre procedures, processes and technologies preferred.
• Must be highly organized and detail oriented with demonstrated analytical skills and time management skills.
• Demonstrated interpersonal skills with a winning customer service attitude and professional demeanour.
• Ability to communicate with a high degree of tact and diplomacy.
• Self‑motivated with the ability to take initiative and resolve problems independently.
• Monitors own quality of work.
• Open to change with a learning attitude towards work and to contribute to the team’s success in attaining overall objective.
• The ability to multi‑task and manage concurrent projects in a fast‑paced environment with limited supervision is required.
• Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts, weekends and general holidays. Hours of work are subject to change as business needs evolve.