Workforce Management Analyst - Oakville, Canada - YouthCare

YouthCare

Verified Company

Oakville, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Minimum of 3 years in the field of Contact Center Workforce Management

Strong Computer Skills required; Excel, Workforce Management Software, Telephony tools
Strong analytical skills and demonstrated understanding of call center metric calculations
Demonstrated knowledge and work experience with Genesys WFM or other comparable WFM platform
Excellent communication and customer experience skills

HERE'S HOW YOU'LL CONTRIBUTE:

Responsible for managing business system governance including forecasting, reporting and approval of operational changes for call flows, requests for new queue phone hashtag#'s as required, system music & voicing of call scripts.
Responsible for accuracy of forecast, planning metrics and timely delivery of contact center data
Participate in strategic business planning as it pertains to forecasting and planning.
Partner with the management team to share responsibility for meeting service level and response time objectives across all contact channels.
Ensure that all departmental reporting deliverables are met.

Pay:
$70,000.00-$80,000.00 per year

Benefits:

Casual dress
Dental care
Flexible schedule
Life insurance
Paid time off
Vision care

Schedule:

8 hour shift
Day shift
Monday to Friday

Supplemental pay types:

Overtime pay
Signing bonus

Experience:

Genesys Workforce Management System: 5 years (required)
- manage business system governance: 3 years (required)
- call center metric calculations: 3 years (required)

Work Location:
In person