Senior Workforce Analyst at Hibernian Group in Markham, ON

Reporting to the Workforce Management Manager, the Senior Workforce Analyst will be responsible for delivering best in class forecasting, scheduling, and intraday management solutions to our Contact Centre partners, with a heavy emphasis on data analysis and teamwork to drive consistent improvements.

Accountabilities

• Forecasting - Analyze and combine key forecast elements with past and future operational events to produce long term/short term/intraday forecasts within a variance target. Provide post incident analysis on any variance to target. Maintain detailed event logs of incidents impacting Operations for use in future forecasts.
• Capacity Planning - Use forecasting models to preplan: Headcount requirements; hiring/training cycles; shrinkage management; future project/marketing initiatives in order to: improve staff productivity and work-life balance; achieve business goals; as well as define Operational budgets.
• Scheduling - Own overall agent scheduling responsibilities, including, but not limited to: the production and maintenance of optimized work schedules; vacation schedules; special event schedules; and bank time management. Provide gap analysis and mitigation solutions when business goals are at risk of not being achieved.
• Performance Analysis - Continually analyze key performance metrics to identify incidents, trends, and patterns on agent and operational areas of opportunity, and collaborate with Operations to resolve them.
• Document Policies and Procedures - Maintain complete and accurate information on Workforce policies, procedures, rules of engagement, and exceptions by Operation.
• Intraday Management - Monitor key indicators, as well as queue and agent activity in real-time. Maintain open communication with Operational leaders to coordinate changes to: optimize performance and productivity; mitigate negative impacts to business goals; and activate business recovery plans when needed.
• Team Request Handling - Monitor, action, and respond to incoming requests to the general inbound Workforce email box.
• Subject Matter Expert - Provide WFM insight, solutions, and training to partners in a clear and concise manner. Thoroughly understand the capabilities of the WFM systems to improve efficiency and our service proposition. Keep current with leading WFM technology and methods.
• Mentor - Evaluate peer performance and provide guidance and coaching to close performance gaps and ensure continuous improvement within the team.

Minimum Qualifications

• Five years of contact centre experience including three years on a Workforce Management or Command Centre team in a dedicated Workforce Analyst role.
• University or College Degree in Business, or equivalent work experience and workforce management training.
• Can work a flexible schedule to support the needs of our team and partners. Every effort is made to provide shift predictability and stability.

Expected Qualifications

• Knowledge of industry related language and technology; as well as Contact Centre metrics, calculations, and the factors that influence their results.
• Deep understanding of Workforce Management related language, technology, and standard methodologies.
• Proficient with modern WFM software, and Erlang C formulas and calculators.
• Technically adept, especially with Microsoft products, including Outlook.

Favourable Qualifications

• Direct working experience with the following software: Five9 Contact Centre, and Verint WFM.
• Solid understanding of concepts and methods in statistical forecasting and/or data science.
• Experienced knowledge of MS Excel and MS Access, especially with: advanced formulas; pivot tables and charts; slicer and timeline filters; as well as coding queries and macros.
• Bilingual - English and French.
• Verifiable track record of innovation, process improvement, and positive disruption.

Expected Skills and Abilities

• Self-starter and able to adapt in a fluid environment.
• Ability to reprioritize individual work to support team needs as circumstances require.
• Strong time management, organizational, and goal setting skills.
• Ability to consistently meet deadlines unsupervised.
• Excellent communication skills; both written and verbal. Ability to lead meetings and present to groups.
• Can initiate and nurture positive working relationships with partners at all organizational levels.
• Consummate professional particularly when handling difficult situations or people.