TL, WF Resource Planning Analyst
Shaw Communications
Victoria Canada
10h ago

Find similar jobs Return to Career Search Department name : Sales Business unit : Consumer Position ID : J0220-0593 Company : Shaw Direct Category : Sales Work Location : Any Location (Vancouver, Victoria, Winnipeg, Mississauga & Montreal), , Canada Employment Type : Full-time Position ID : J0220-0593

A little about us

At Shaw, we’re proud to be leaders in a movement that brings Canadians the connectivity they need to fuel their lives. We’re making bold moves to connect Canadians and we’re always on the lookout for go-getters that are committed to disrupting the status quo.

Does that sound like you? We’d love to meet you.

The role

Career Opportunity : Team Lead, Workforce and Resource Planning Analyst

We have an exciting opportunity with our Workforce team as a Resource Planning Analyst reporting to the National Manager, Workforce Management! The successful candidate will be accountable for fulfilling the following within our Customer Care Department.

Responsible for the correlation between customer demand and resource capacity via the gathering of historical operational data, current & future operational trends and many other operational initiatives as required to meet our future sales and marketing forecasts / targets, then communicating the variances and trends throughout Shaw’s leadership teams.

This role can be based out of any location (Vancouver, Victoria, Winnipeg, Mississauga & Montreal).

Accountabilities :

  • Develop, implement and manage the forward looking resource requirements and forecast needs for Shaw’s call centre workforce.
  • Partner with various departments including, marketing, sales and product development, to gather and analyze call driving impacts as well as planning for product, and promotional deployment activities.
  • Coordinate with business partners in Customer Care, Human Resources, and Corporate Communications to identify, analyze and plan for call centre resource impacting activities
  • Develop, implement and manage the reporting of long term capacity planning models to ensure that hiring needs are met to meet service level targets of the organization
  • Provide recommendations for resource planning based work load
  • A positive, can do attitude and customer focus approach that will enable you to deal with challenging situations with integrity, empathy and sincerity
  • Various other duties as needed
  • Your skills / experience

    Required Skills, Experience and Qualifications :

  • High School or post-secondary diploma or equivalent
  • Minimum of 5 years of experience in Workforce Planning experience required
  • Minimum of an intermediate knowledge of MS Excel and a working knowledge of database management applications (Macro / VBA, MS Access, SQL).
  • Highly developed personal planning and organizational skills; negotiating, initiating, planning and organizing activities simultaneously with a project as well as with multiple projects in parallel
  • Professional and confident leadership style; able to interact effectively with individuals across all levels
  • Demonstrated leadership skills and ability to share information to convey needs and strategic direction
  • Strong conceptual and analytical skills. Ability to interpret data and generate innovative solutions
  • Strong delivery and creation of presentations to leaders at all levels within the organization
  • Other details

    This position requires the successful completion of a criminal background check.

    If you want to be part of something bigger part of a dynamic team of people who are aligned, focused, and passionate about working together to care for our customers, then we look forward to meeting you! Join us.

    We thank all interested applicants; however, only qualified candidates will be contacted. This position requires the successful completion of a criminal background check.

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    Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

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