Real Time Analyst

Scotiabank; Scarborough; On-site; GBP 38,000 - 51,000; Full time

Job summary

Scotiabank is seeking a Workforce Management professional for its Contact Centre in Canada. The role focuses on monitoring contact volumes, forecast accuracy, and staffing needs to optimize service levels and control costs.

You will analyze historical data, produce variance reports, and implement data-driven strategies. The position requires strong analytical abilities, communication skills, and the ability to work with multiple departments to drive efficiency.

Qualifications

• Post secondary education and/or Workforce Management experience is essential.
• Knowledge of Contact Centre Strategies and Genesys.
• Strong understanding of HR/payroll policies and labor laws pertaining Canada.
• Knowledge of spreadsheets and Workforce Management systems/processes.
• Strong communication skills to deal with various departments.

Responsibilities

• Monitor and react to contact volume, absenteeism, operational factors and unforeseen circumstances.
• Investigate deviations from forecasts and service level deficits; communicate necessary actions.
• Utilize contingency plans to influence service levels, optimize resource utilization and reduce costs (coordinate 20–100 FTE).
• Develop customized tools to improve operational efficiency and reporting.
• Monitor and revise reports, systems, forecasts and schedules daily.
• Provide recommendations to reduce customer abandonment and improve customer experience.
• Promote operational effectiveness through negotiation/communication with management.

Skills

Workforce management

Contact centre operations

Genesys

Spreadsheets/Excel

Communication skills

Analytical thinking

Decision making under uncertainty

Multitasking

HR/payroll Canada knowledge

Negotiation/Influence

Education

Post secondary education

Tools

Excel

Job description

Requisition ID: 271675
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Is this role right for you? In this role, you will:

1. Monitor and react to contact volume, absenteeism, operational factors and unforeseen circumstances.

• Investigate deviations from forecasts and service level deficits; communicate necessary actions to Line Management
• Utilize contingency plans (Lever Management) to influence service levels, improve resource utilization and reduce costs (coordinate approximately 20 – 100 FTE of additional capacity depending on time of day and situation).
• Utilize telecommunication systems and workforce management reporting; develop customized tools to improve operational efficiency.
• The majority of decisions will be made based on pre-defined criteria; however, some instances will require independent decision making with limited information and support.
• Daily activities will include monitoring and revising reports, systems, forecasts and schedules.
• Proactively strive to provide recommendations and strategies to reduce and mitigate customer abandonment rates.
• Promote operational effectiveness and positive customer experience through effective negotiation / communications with management.

2. Assume responsibility for the efficient resolution of outages that impact both customers and CEC staff.

• Identify deviations from forecast and root cause.
• Communicate to all relevant parties / intermediaries and keep Senior Management informed of progress and impact.
• Quantify impact in a meaningful way to aid in communication to partners.
• Trend opportunity cost, operational cost and foregone revenue associated with technical outages; communicate to Senior Management and IT&S on a monthly basis.

3. Analyze and report on historical data.

• Compare performance with forecasts and explain deficiencies.
• Post measure the impact of marketing campaigns, business cases, and product and process changes (productivity, cost, unintended consequences, etc).
• Analyze report and recommend solutions to both Line and Senior Management on a regular basis.
• Produce variance reports to inform Senior Management of key performance indicators.
• Provide recommendations on how to maximize the use of staffing to achieve National Sales and Service objectives, as requested.
• Drive change and continuous improvement within the CEC resulting in capacity savings and cost reductions.

4. Participate in the development of feasibility studies that contribute to Contact Centre strategies and development plans.

• The incumbent will be required to provide recommendations on how to move projects forward to implementation.
• This often involves working in collaboration with various other stakeholders within the CEC and other business lines.

5. Support recurring and ad hoc reporting activities as needed.

• This includes reporting by product, site, agent campaign, etc.
• Identify opportunities, streamline and combine existing reporting.
• Automate reporting when possible to reduce increase efficiency.Support new initiatives by providing reports and post-measurement to various stakeholders and business lines.

Do you have the skills that will enable you to success in this role? - We'd love to work with if you have:

• Post secondary education and/or Workforce Management experience is essential
• Understanding of Contact Centre Operations, support and technology
• Knowledge of Contact Centre Strategies and Genesys
• Knowledge of spreadsheets and Workforce Management systems / processes
• Strong communication skills to deal with various departments
• Strong analytical ability and problem solving skills
• Ability to make quick decisions on limited information, with limited support
• Ability to multi task, manage various environments simultaneously and prioritize multiple urgent issues on an ongoing basis
• Strong understanding of HR / payroll policies and labor laws pertaining Canada
• Strong influencing, negotiation and persuasion skills when communicating decisions to Management.

Location(s): Canada : Ontario : Scarborough || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.