Workforce Management Analyst

StorageVault; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

A growing reservation center team in Ottawa is looking for a Workforce Management Analyst to enhance workforce operations. Responsibilities include managing real-time adherence and supporting advisors. Candidates should have at least 1 year of call center experience and strong MS Excel skills. This role requires a detail-oriented, client-centric approach and strong communication skills in English.

Qualifications

• Minimum 1 year of call centre experience.
• Minimum 6 months of frontline SVI experience.
• Strong feedback, analytical and recommendation skills.

Responsibilities

• Maintain LoD presence on the floor, checking in with advisors on breaks.
• Manage Real-Time Adherence (RTA) by monitoring advisor schedules.
• Proactively identify service risks and work with the team to mitigate.

Skills

Client-centric approach

Attention to detail

Analytical skills

Communication skills (English)

Interpersonal skills

Tools

MS Excel

Tableau

Power BI

Job description

Overview

Our Reservation Centre is seeking a Workforce Management Analyst to be part of our growing team. The main task is to support the day-to-day workforce operation of the Reservation Centre. Our success is due to our talented, passionate, and hardworking team who thrive on providing exceptional client service and that is why we are seeking an outstanding candidate internally!

Responsibilities

• Maintain LoD presence on the floor, checking in with advisors on breaks and out-of-queue time etc.
• Manage Real-Time Adherence (RTA) by monitoring advisor schedules and Dashboard states.
• Monitors individual skills on a real-time basis.
• Coordinate staffing to that day’s plan with operations leaders.
• Proactively identify service risks / challenges and work with the operations team to mitigate.
• Serve as front-line point of contact for advisors and team leaders.
• Adjust schedules for attendance events.
• Handles any day-of schedule requests.

Required Knowledge, Skills & Abilities

• Support mindset with a client-centric approach to all tasks
• Working from the Ottawa reservation centre is required
• Pays strong attention to detail and can perform different complex tasks.
• Strong feedback, analytical and recommendation skills
• Strong interpersonal and communication skills with excellent command of the English language both written and spoken.
• Minimum 1 year of call centre experience
• Minimum 6 months of frontline SVI experience
• Solid MS Office computer skills specifically MS Excel.
• Experience with Tableau and / or Power BI will be considered an advantage

If you think this position is for you, please show your interest by sending your cover letter and résumé directly to me at [e-mail] .