Senior Analyst, Workforce Management, Scotia iTRADE

Title:

Senior Analyst, Workforce Management, Scotia iTRADE - Toronto, ON

Requisition

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Reporting to the Senior Manager, iTRADE Contact Centre Operations the Senior Analyst Forecasting & Scheduling (SA) will be responsible for developing strategic long and short range workforce plans, focusing on the production of schedules for iTRADE’s Contact Centres (CC) Workforce Management team in accordance with call forecasts, average handling time, as well as other indicators, to ensure service level and productivity goals are met.

The SA will translate operational strategies into schedules that ensure the provision of sufficient resources across sites and skill sets to meet customer demand while balancing the needs of the staff. The SA will have accountability for the centralized employee work pattern function and non-phone times, leveraging best in class processes to identify the best fit for the CC.

This role requires scenario based modeling to assist management with proactive strategic plans and decisions. The SA must design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input variables including call volume, AHT, load factors, service level, etc. to support a multi-channel 18-month Capacity Plan. From time to time, the SA may be asked to assist with ad hoc sizing of marketing events and onetime events that may drive call volume.

With the assistance of Manager, Contact Centre Operations, he/she will take a proactive lead to identify and recommend opportunities to improve operational efficiency and effectiveness.

• Provide long-range workforce management support by developing and maintaining an 18-month Capacity Plan inclusive of all inbound and other specialized roles for the iTRADE Contact Centre.
• Adopt a time-series approach model with several years of data to forecast both call arrival patterns and Average Handle Time for multiple channels.
• Identify all known workloads existing and new and any known call drivers that may be anticipated from any known events.
• Develop comprehensive staff attrition tracking, forecasted required staffing levels, part‑time vs full‑time staffing proportions, licensed vs non‑licensed, language requirements and variance reporting.
• Assess load factors and AHT to determine actuals and provide management updated monthly reporting on the variance to forecast and actionable insights to address.
• Provide detailed hiring plans as part of the Capacity Plan identifying the lead‑time to proactively hire and training agents so as to meet FTE requirements and service levels.
• Review the Capacity Plan on a monthly basis to ensure to assess actuals to forecast and adjust as necessary.
• Provide senior leadership monthly updates to highlight variances and determine next steps.
• Provide short‑term planning & forecasting through the creation of schedules:
• Based on firm level Service Level & Occupancy targets the SA will create rolling 4 week schedules 45 days in advance of deployment for several inbound and outbound service teams.
• Identify peaks and troughs monthly, weekly, daily, and intraday intervals and adjust resourcing requirements as appropriate.
• Provide trending analysis and reporting on adherence, service level, and continuous improvement opportunities.
• Analyze and create vacation schedule to ensure proper coverage on all queues at all time.
• Generate daily, weekly, and monthly statistics of adherence, shrinkage, occupancy and service levels.
• Develop and maintain database to track incoming email volume and team productivity.
• Manage time‑off requests and shift‑swap requests including approval if required.
• Refer exceptions to the management team and inform potential impact on service level.
• Assist in coordinating and scheduling special departmental and corporate events.
• Proactively interface with management on items that may impact staffing and service levels, assisting in coordinating call centre activities with management teams.
• Serve as an independent resource for trend analysis and specific data points…