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    Work Scheduler - Ottawa, ON, Canada - Avature

    Avature
    Avature Ottawa, ON, Canada

    1 week ago

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    Description
    At Maximus, we share an authentic desire to do something meaningful to help others succeed.

    We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

    By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

    And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

    We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

    This is a front line support service connecting citizens with all the information and referrals they need quicker and with higher satisfaction.

    forecasts contact volumes and staffing needs, and schedules employees based on work load, analysis of trend data, and real time schedule adjustments.

    identifies areas of concern with regards to schedule adherence and performance effectiveness to Supervisors and Managers.
    If queue goes above thresholds, recommend delay of breaks or re-assignment of Agents working documents to the phones.

    Interprets Decision Support statistics to analyze the current environment within the contact center and the effects of changes to the schedule such as vacations or overtime.

    Ensures schedules are published within acceptable time frames.
    Ensures necessary forecasts and other aspects of WFM Verint are prepared to support scheduling analysis.
    Keeps accurate records of queue statistics – compile ad-hoc and daily reports as needed by Contact Centre management.
    Knowledge of staff planning, workload distribution, and trend analysis
    Preferred knowledge and application of workforce scheduling software and staffing models.
    Ability to define problems, collates data, establish facts and draw valid conclusions
    Ability to learn web-based software applications / programs.
    Experience in data gathering and trend analysis, statistical analysis, graphing and data presentation
    Must clear Federal Reliability Security Clearance

    We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide.

    Group Retirement Savings Plan
    Hybrid and remote work environments in Canada
    We are committed and proud to build a workforce that reflects the communities we serve.

    We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations and gender identities recognizing that this is paramount for the growth and success of our organization.

    Customer Focus - Cultivating an authentic desire to help others succeed
    We are committed and proud to build a workforce that reflects the communities we serve.

    We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.

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