- Postes vacants:
- 1 poste ouvert
- Type d'emploi désiré :
- CDI
- Experience :
- 1 à 3 ans
- Niveau d'étude :
- Licence, Bac + 3
- Langue :
- Français, Anglais
- Genre :
- Indifférent
Description de l'emploi
The WFM Analyst is responsible for providing recommendations for the management of the Customer Care and Design Services’ service level performance for all activities and contact channels. This includes recommending mitigation strategies against performance impacting issues, reporting agents’ adherence to their schedules, and executing contingency plans in the event of outages. The role is also responsible for reporting on service level performance and drivers, as well as scheduling ad-hoc shrinkage activities according to business needs.
Assigned responsibilities:
- Forecast work volumes for the various activities within the CCDS department
- Develop and improve resourcing models to provide recommendations on staffing levels to the CCDS Director
- Monitor all activities and recommend strategies to respond to any understaffing or overstaffing situations that might occur.
- Report to teamleadersagent adherence to schedule and log relevant schedule exceptions.
- Adjust forecasts based on variances in volume, AHT, and staffing and recommend appropriate action to address performance challenges.
- Provide scheduling support to ensure service standards are maintained.
- Distribute performance reports to business stakeholders.
- Coordinate with Operations and other departments to share plans and leverage support towards performance objectives.
- Complete dailycheckof queues for each activity to ensure full functionality and address any identified malfunctions.
- Maintain and updateWFMtools as appropriate.
- Facilitate communications with Technology teams relating to system issues or outages affecting the center in order to minimize downtime and impact to productivity.
Exigences de l'emploi
Requirements:
- WFM experience in a multi-channel contact center environment
· Strong skills in Microsoft Office with emphasis on Excel
· Knowledge with ACD and Workforce Management tools
· Knowledge in Real-time Monitoring, Scheduling or Forecasting
· Aptitude for effective data analysis and reporting
Behavorial competencies:
- Highly resourceful with the ability to work independently and take initiative
· Strong interpersonal and communication skills
· Be open to change and must be flexible, able to work all hours and weekends
· Ability to juggle multiple and changing priorities efficiently and effectively
Date d'expiration
07/03/2021