WFM Analyst Team Lead

A7 Recruitment; Bridgetown; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A recruitment agency in Bridgetown, NS, is looking for an analytical professional to manage staff performance and reporting. The role involves analyzing performance data, creating reports, and working with the team to improve operations. Candidates should have experience with WFM tools like PowerBI and SQL, and be able to work on a night shift schedule. Excellent communication and problem-solving skills are essential.

Qualifications

• Required experience using WFM Tool – PowerBI, SQL.
• Amenable to work on a night shift schedule.
• Excellent problem solving and decision-making skills.

Responsibilities

• Analysis of current performance, deep dive analytics.
• Creating reports intended for client meetings and calibration calls.
• Monitoring SLAs and KPIs.

Skills

Proficiency in Microsoft Office Applications

Experience with WFM Tool – PowerBI, SQL

Excellent problem solving and decision-making skills

Ability to operate effectively in a team environment

Excellent oral and written communication skills

Education

College graduate or at least 2nd year college undergraduate

Tools

PowerBI

SQL

Job description

Responsibilities

• Analysis of current performance, deep dive analytics
• Real time reforecasting to determine staff requirement adjustment
• Creating reports intended for client meetings and calibration calls
• Involves in planning, forecasting and scheduling
• Monitoring SLAs and KPIs
• Works with Ops Team on possible areas for improvement
• Manages front line RTAs

Recquirements

Basic Qualification

• College graduate or at least 2nd year college undergraduate with no back subjects
• Amenable to report onsite in Giga Tower Bridgetowne QC and shift to hybrid later on
• Amenable to work on a night shift schedule
• Required experienced using WFM Tool – PowerBI, SQL
• Experience with contact center reporting and metrics preferred
• Proficiency in Microsoft Office Applications including MS PowerPoint, Excel, Word and other relevant software required
• Logical thinking to manage real time WFM / Capacity demand
• Excellent problem solving and decision-making skills
• Ability to operate effectively in a team environment
• Excellent oral and written communication skills and interpersonal skills
• Change Management: Ability to quickly adjust priorities in an ever-changing environment