Workforce Management Analyst - Ottawa, Canada - Ainsworth

Ainsworth

Verified Company

Ottawa, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth team today
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Position Summary:***Reporting to the Manager, National Operations Support Centre (NOSC) the Workforce Management Analyst is responsible for the contact center's daily, weekly, monthly, and yearly efforts. As well, as analyze, plan, and develop requirements and standards in reference to scheduled projects within the telephony system and our Human Resources software.

Key Responsibilities:

Provide realtime monitoring via available tools (Ring Central) and workforce management techniques to make intraday adjustments to maximize resource efficiency and achieve service level goals/business objectives.
Perform continual analysis of current performance (noting recent historical trends) and conduct realtime reforecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals/business objectives for a multisite operation.
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
Analyze, plan, and develop requirements and standards in reference to scheduled projects within the telephony system and any other systems used within the contact center.
Develop and maintain a detailed staffing plan that incorporates all resourcing inputs (shrink, workload, attrition, etc.) in the creation of schedules.
Assist in the budget planning process to provide input and recommendations on budget and resourcing requirements.
Maintain capacity plan up to 2 years in advance to be used for department budgeting and resource allocation. This plan will drive decisions around FTE requirements/allocation.
Provide daily/intraday performance reports to leadership on a daily, weekly, monthly, Quarterly, and yearly basis.

Qualifications

35 years of experience performing WFM functions (specifically realtime management) in a multidepartment/site contact center environment.
Must have a good working knowledge of Excel and other Windowsbased programs (Word, PowerPoint, etc.), with indepth expertise in Excel, Macros, and database management, and can organize/analyze data in a structured manner.
Solid experience in a call center environment.
Demonstrated strong analytical skills, with emphasis on forecasting and Capacity planning.
Ability to organize information and have mindfulness and accurately follow procedures.
Skills in complex problem solving, judgment, critical thinking, and decisionmaking.
Ability to be highly organized with an emphasis on accuracy and timeliness
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
Demonstrated understanding of Project Management processes, strategies, and methods
Ability to predict challenges and seek to proactively head off obstacles
Ability to perform forecasting in a contact center environment and schedule to those needs is a must.
Bilingual would be an asset.

Ainsworth is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers.

We are continually striving to create better and more advanced products as well as provide the highest quality service.

We are rapidly growing and need talented professionals to help drive our vision of becoming the best multi-trade company in the country **Join us.

Make a difference.