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Prince George

    Analyst - Work Planning - Prince George, BC, Canada - Society of Workforce Planning Professionals

    Society of Workforce Planning Professionals
    Society of Workforce Planning Professionals Prince George, BC, Canada

    2 weeks ago

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    Description

    You may think we're your standard utility that delivers natural gas and electricity, but we're also into cool, innovative energy solutions.

    Think carbon capture, renewable energies and lower-carbon transportation for a start. Let's rethink energy together.

    Within a customer centric culture and in accordance with the organization's strategic vision, core values and leadership/customer service competencies, reporting to the Workforce Planning Manager, this position is responsible to facilitate centralized workforce scheduling and forecasting for multiple sites, across multiple channels to ensure defined service level metrics and staffing levels are maintained and/or optimized.

    Complete centralized workforce scheduling and forecasting activities for multiple sites, across multiple channels to ensure customer service level metrics and optimal staffing levels are achieved; conduct real-time monitoring of telephony and alternate delivery systems.

    Provide tracking, attrition and conduct weekly headcount reconciliation and reporting.

    Provide detailed analysis of daily operational performance and facilitate prior day root cause evaluations and cause determination if service levels were not achieved.

    Attend to issues related to the administration of established workforce planning and scheduling system/s and related application/s; update skills, preferences, permissions and other data requirements to ensure service level metrics and staffing levels are maintained.

    Coordinate annual vacation planning requirements and schedule requirements and definitions.
    Conduct gap analysis and recommend staff numbers that include defined shift requirements to facilitate new hire recruitment strategies.

    Conduct short and long term forecasting; Provide advice to call centre personnel in scheduling training sessions in order to limit impact to defined service and staffing levels.

    Provide support to Team Managers and Quality Analysts; Maintain effective relationship with call centre leadership team and contribute to the implementation of new contact center programs.

    Bachelor's degree or diploma in a related discipline from a recognized program plus 2 to 3 years recent, related experience in a call centre environment or an equivalent combination of education, training and experience.

    Valid BC Driver's License.
    Knowledge of the Utility Industry an asset
    Working Knowledge of IC Business Manager/Interaction Decisions/Genesys an asset
    Advanced level computer skills in Microsoft Office Suite
    Experience working in a unionized and/or regulatory environment
    Demonstrated ability to develop performance related reporting
    Demonstrated ability to analyze data and apply judgment in decision making/problem solving situations
    Demonstrated ability to communicate effectively both verbally and in writing
    Contact Center experience is mandatory
    The normal Burnaby Contact Centre hours are Monday – Friday 7:00 am to 8:00 pm. Your shift may fall anywhere within these timeframes. We also encourage volunteerism and nourish the need to give back to your community.

    To ensure the safety of our employees on our job sites, there is strict adherence to our worksite safety plans and social distancing practices.

    As an essential service provider, we'll continue to follow the government COVID-19 guidelines and adjust our plans as necessary.
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