Position Summary...

The role of a Workforce Analyst is essential for managing contact center operations because it ensures optimal staffing and scheduling through accurate forecasting and real-time adjustments. This function helps maintain service levels, reduce operational risks, and improve efficiency by aligning resources with fluctuating customer demand. Ultimately, it supports business continuity and enhances customer experience by preventing understaffing or overstaffing scenarios.

What you'll do...

• Hold overall agent scheduling responsibility for supported Contact Centres, including, but not limited to, the production and maintenance of weekly/monthly schedules, vacation schedules, special event schedules, vacation bidding and bank time management.
• Assist with short-term and long-term capacity planning.
• Independently produce accurate medium term, short term, and intraday forecasts by combining information from appropriate sources.
• Manage ongoing correspondence with Agents and Team Leaders to maintain forecasts, schedules and time tracking.
• Meet regularly with Leadership teams to update current schedules and plan for future cycles.
• Provide recommendations on improving schedule effectiveness to meet both operational and agent requirements.
• Proactively identify scheduling gaps and work with operations to mitigate negative impacts.
• Maintain workforce management documentation, including exception processing per business unit.
• Stay current with company policies that influence workforce management.
• Monitor all supported Contact Center queues and agents on a real time basis, and work with front line operations management to ensure Contact Centre resources are productive.
• Take ownership for Contact Center service levels by proactively working with Operations management team to resolve service impacting issues.
• Throughout the day, provide real-time reports to Operations management team on service level related and resource related issues.
• Ensure Intra-Day Plans are produced and distributed to all parties at the beginning of the day.
• Act as an agent of proactive change by making recommendations for solutions to improve overall operational effectiveness
• Provide daily/weekly/monthly operating reports, business performance trending and analysis dashboards to all levels of Leadership
• Determine information requirements and acquire the necessary data from new and existing databases to enhance and improve Aviva Claims’ access to information
• Design and develop data collection and maintenance tools 
  
  What You’ll Bring
• 5+ years contact centre experience including 3+ years in a Workforce Management environment.
• Advanced understanding and working experience with contact center scheduling and real time analysis monitoring software.
• Clear understanding of Contact Centre industry related language and technology.
• Clear understanding of definitions related to metrics used in Contact Centre reporting, and the factors that influence their results.
• Proven ability to proactively coordinate with team members to deliver team objectives.
• Strong organizational and priority setting skills.
• Able to meet aggressive deadlines with multiple priorities with minimal supervision.
• Strong PC analytics skills, including advanced use of Microsoft office suite, especially Excel and Access.
• Excellent communication skills with the proven ability to initiate and cultivate positive working relationships with other functional units.
• Confident Professional projecting a positive and contagious attitude.
• Excellent Presentation & Communication skills 

The pay range for this position is $64,700.00 - $88,990.00. Pay will be determined based on relevant experience.

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L’échelle salariale pour ce poste est de 64,700.00 à 88,990.00. La rémunération sera déterminée en fonction de l’expérience pertinente.

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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Walmart will accommodate the disability-related needs of applicants and associates as required by law.

Primary Location…

1940 Argentia Rd, Mississauga, ON L5N 1P9, Canada

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