Analyst, Workforce Management

Job title: Analyst, Workforce Management

Job description: The incumbent is responsible for generating and analyzing call centre metrics reports, to forecast call volume, to make hiring & training recommendations following their analysis to the Manager, Workforce management.

Responsibilities

• Create and do follow-ups of the daily/weekly/monthly/annual reports;
• Create and calculate all the call volume forecasts for all call centre queues;
• Calculate and document forecast discrepancies;
• Analyze the gaps between the forecasts and actuals, and recalculate forecasts;
• Create and do follow-ups on the staffing capacity curves in order to forecast the necessary hiring and training;
• Create and do follow-ups for the call per-queue curves;
• Create forecasting models for the call curves;
• Give the numbers and necessary information in order to create schedules’ for the call centre;
• Collaborate in the planning process with the workforce manager;
• Calculate the turnover rate and follow-up on the budgeted roster for each call-centre;
• Optimize the costs attached to the different activities (overtime, etc);
• Improve the administration of the processes related to the reports used.

Requirements

• Statistics Diploma (an asset);
• Minimum 3-5 years experience in call-centre workforce management;
• Biliual (French and English) – written and spoken;
• Knowledge of MS Office suite;
• Knowledge of the tools used for workforce management (Impact 360, NICE IEX WFM, ININ Optimizer, etc.) (an asset);
• Proactive;
• Autonomous;
• Capacity to manage priorities;
• Excellent communication skills;
• Mandatory Covid-19 vaccination required.

Company: Air Transat

Expected salary:

Location: Montreal, QC

Job date: Fri, 04 Mar 2022 08:58:54 GMT

Job Source: Careerjet.ca

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