Story Behind the Need:
• Business group: CCC Management Support Centre – team provides schedules and offline activities for all contact centres for all business needs.
• Project: Assisting with regular BAU duties to alleviate workload for other employees to focus on the project – answering emails, doing analysis, planning meetings, shift updates, supporting frontline facing work.
• The Scheduling Analyst will be responsible for developing strategic long and short range workforce plans, focusing on the production of schedules in accordance with call volume forecasts, average handling time, as well as other indicators, to ensure service level and productivity goals are met. The Scheduling Analyst will translate operational strategies into schedules that ensure the provision of sufficient resources across sites and skill sets to meet customer demand while balancing the needs of the staff. He/she will have accountability for the centralized employee work pattern function and non-phone times, leveraging best in class processes to identify the best fit for each Contact Centre / business line.
Candidate Value Proposition:
• The successful candidate will have the opportunity to gain exposure to a lot of special areas within the Bank and working with a number of different groups and lines of business within the Contact Centre, for a top 5 Canadian Bank.
Typical Day in Role:
1. Proactively strives to provide recommendations and strategies to reduce and mitigate customer abandonment rates through efficient scheduling.
2. Manage all scheduling aspects of the Contact Centres (Centre of focus as well as those supported):
1. Manage time off requests at a national level, considering impact and informing Management of potential service level impacts.
2. Produce schedules for 1500+ Customer Service Officers on a weekly basis.
3. Manage weekly meeting scheduling for all teams/depts.
3. Manage/maintain/update/evolve the Contact Centre database to improve performance and identify trends; includes ensuring call recording and adherence functions are consistently maintained.
4. Ensure the accuracy of schedules for the Contact Centres (Centre of focus as well as those supported):
1. Produce weekly schedules (three weeks prior to execution).
2. Manage time off requests by time of day, language and skill.
3. Determine FTE requirements for customer service representatives given monthly call volume forecast (using simulation tools e.g. Erlang C, Verint / Impact 360, etc.) for each area of activity.
4. Adjudicate shift change requests based on business needs and real estate constraints; provide recommendations to Management.
5. Communicate results to Contact Centre management team on a monthly basis (or ad hoc as needed).
6. Provide business partners with potential solutions to typical challenges encountered in a contact centre environment: seating, call routing, scheduling, results reporting, etc:
1. Supports 150+ Line / Support Managers in Centre of focus and across multiple contact centres.
2. Prepares over 50+ reports and 12+ ad-hoc analyses annually.
3. Supports all departments within the Contact Centres (Alternate Media, ICSC, Inbound Sales, Inbound Service, Outbound Sales, Sales Consultants, Service Consultants, Customer Care, Wealth Management).
7. The incumbent operates within a 24/7 Contact Centre environment. Daily interactions are constant via email and telephone, which results in restricted mobility. The incumbent is regularly interacting with CCC Management which results in high sensory attention for extended periods of time. The incumbent spends upwards of seven hours per day working on a PC. The position is subject to unpredictable work volumes. There is the potential for dealing with time-sensitive system related crises. Overtime may be required during peak seasonal periods.
Candidate Requirements/Must Have Skills:
1. 3+ years’ experience in workforce management.
2. 2+ years’ experience with analysis.
3. Experience working in a high-volume environment.
4. Experience with MS tools: Excel (intermediate proficiency), PowerPoint (beginner proficiency).
Nice-To-Have Skills:
1. 2+ years in a contact centre industry environment and experience working with workforce management tools.
2. Experience with Verint scheduling tool.
Soft Skills Required:
1. Exceptional interpersonal and communication skills, both written and oral, with demonstrated expertise in interacting effectively with all levels of management.
2. Strong organizational skills.
3. Exceptional analytical skills.
4. Multitasking and prioritization skills.
Education:
• Post secondary education or relevant working experience.
Best VS. Average Candidate:
• Ideal candidate is able to work independently and be responsible for their workload, needs to be flexible to work in a team-based approach to meet goals; strong communication within the team; flexibility and multi-tasking with the assigned workload is key, being able to re-organize the day and be flexible with those challenges is important; someone who has experience from a similar large organization would be helpful; someone with a positive attitude who can hop onto challenges, not afraid to share ideas and process improvement suggestions.
Candidate Review & Selection
• 1 round – MS Teams Video Interview – 45 minutes – with HM + senior analyst – behavioral competency questions, some specific to experience in workforce.
Job Details
• Job ID: 12785
• Contract Duration: 8 months
• Location: Scarborough
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