Intraday Analyst, Workforce Management
Wyndham Hotels & Resorts
Saint John, New Brunswick, Canada
25d ago

An exciting career opportunity is available in our dynamic team-spirited environment. We are currently seeking six (6) highly motivated Intraday Analysts to work as part of the Workforce Management team.

As an Intraday Analyst you will actively and consistently support all efforts to simplify and enhance the customer experience within General Reservations, Wyndham Rewards, and Customer Care.

In this role, you will review, analyze and assess Volume and FTE forecasts to insure the forecasts are accurate given recent results, trends in contact volume and AHT, absenteeism and attrition.

You will update intraday (interval) contact volume and average handle time for all call types and contact centers based on global forecasts and real-

time trends. You will make manual adjustments in IEX Totalview to account for out-of-pattern days, including days after holidays, events, or outages.

The Intraday Analyst partners with all sites to provide specific direction and schedule recommendations to ensure a positive customer experience.

Communicate opportunities to individual sites to ensure recommendations are implemented in an accurate and timely manner.

Your background includes :

  • 2 + years post-secondary education or significant work experience
  • Minimum 3-5 years of workforce management / command center experience
  • Progressive workforce management, budget planning, analytical and / or statistical experience, preferably in a call center environment
  • Experience in resource planning software
  • Assets in your background are :

  • Working knowledge of Avaya CMS and NICE IEX.
  • You have the proven ability to :

  • Utilize Microsoft Excel at an advanced level
  • Be well organized and systematic in work processes
  • Recognize patterns and trends in large volumes of data
  • Work independently and as part of a team to solve complex problems in a fast-paced environment
  • Demonstrate excellent communication skills and collaboration skills
  • Work effectively with groups and conduct meetings
  • Apply
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