Are you analytical, detail-oriented and talented with Microsoft Excel? Do you have a good understanding of call-center operations and schedule dynamics?
This work assignment is a great opportunity to work alongside leaders at the Member Services Centre (MSC), to ensure that our operations team is always properly staffed, and our ability to serve our members and Cardholders via the MSC is never compromised.
Through this opportunity, the MSC will have optimized staffing schedules that support business objectives.
The Role : Workforce Analyst (Operating Hours Include Weekends)
A typical day would involve :
Reviewing and adjusting staffing and scheduling forecasts based on available resources and real time needs to meet service requirements.
Suggesting improvements to optimize processes.
Processing and reviewing information for all employees within MSC for payroll processing.
Conducting performance trend analysis to assess impact to the business.
You Are :
A strong communicator - you use your strong communication (both written and verbal) to act as a resource for this specialized area, providing advice and explanations, and responding to inquiries via phone, email and Skype.
A natural planner and coordinator you are organized and detail orientated with the ability to manage multiple priorities with accuracy and efficiency.
Analytical & Innovative you demonstrate the ability to analyze and investigate data to identify trends and propose appropriate solutions to streamline processes and support business requirements.
You Have :
A High School Diploma
A strong familiarity with the Microsoft Office Suite (particularly Outlook, Word and Excel)
At minimum, 6 months Call-Center Experience
1 year Workforce Management experience
The Team : The Workforce Analyst reports directly to the Workforce Team Manager.