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Under the direction of the 311 Contact Centre Manager and as a member of the 311 Contact Centre leadership team, the Workforce Management Analyst is responsible for providing strategic forecasting and scheduling solutions to ensure optimal and efficient service delivery. The Analyst is responsible for gathering and analyzing the necessary data related to contact center metrics including volume, call time, seasonality, service levels, abandonment rates, etc; accurately forecasting the workload by half hour interval; calculating staff requirements; creating schedules to support the anticipated volume; and tracking, managing, measuring and reporting the daily performance. This critical role is essential in ensuring the Contact Centre is appropriately staffed to deliver optimal service against pre-determined service levels.
As the Workforce Management Analyst, you will:
- Gathers and analyzes data from each City department to prepare forecasts reflective of historical information and future events expectations in order to determine predictable outcomes, and ensures all required data is tracked and trended on a continuous basis.
- Accurately forecasts, for both long and short term, contact center workload (call volumes, email volumes, fax times and handle times) taking into account all gathered information.
- Calculates staff requirements and develops staffing models by:
- defining service goals in conjunction with the Contact Centre Manager (response time and talk time)
- ensuring all applicable factors are included in the most efficient model, taking into consideration occupancy, shrinkage, and absenteeism.
- identifying and incorporating business rules for shift assignment, vacation entitlements, etc. as per relevant collective agreements.
- utilizing the Workforce Management software to calculate and present staffing models on a monthly basis to ensure adequate time for recruitment to meet seasonal adjustments, attrition replacements or growth opportunities.
- Creates schedules and publishes as per service level agreements, utilizing the Workforce Management software, and manages vacation requests and sick time and updates schedules accordingly.
- Proactively provides scheduling analysis and alert management to the impact of an over or understaffing situation so that decisions can be made for the most effective use of staff.
- Monitors and reports on daily performance including workforce management and telephony reporting by:
- Analyzing schedule efficiency measurements on a real time basis as well as key indicators such as service level and adherence of staff to schedules, for continuous improvement.
- Constantly reviewing net lines to ensure optimization of resources.
- Monitoring adherence to schedules.
- Reporting on telephony and workforce management performance including forecast accuracy, actual vs. forecast, call handle times, service levels, staffing levels; absenteeism, adherence, call arrival patterns, trends, abandonment rates, shrinkage, occupancy etc.
- Conducting daily gap analysis and reporting on same, including analysis of variance.
- Participates in testing and implementation of updates to Workforce Management software applications and assists in any related documentation and training needed by other staff.
- Participate as a key member of the Contact Center leadership team and assists in the development of the strategic goals and objectives, and a variety of operation procedures for the 311 Contact Centre.
- Develops and executes staffing plans to respond to emergency situations (eg ramp up for flood event), as required.
Your education and qualifications include:
- Post-secondary education in a relevant field such as business administration, with an emphasis in applied logic, data analysis, statistics, mathematics, or quantitative methods, or an equivalent combination of training and experience.
- Two years’ experience forecasting and planning in a workforce management capacity within a contact center operation
- Considerable experience in accurately scheduling and forecasting workloads and trends, utilizing quantitative methods including trend projection, regression models.
- In depth knowledge of all contact center systems, workforce management systems, standards and practices including forecasting techniques, staffing model creation, schedule creation, call center metric management and reporting; schedule optimization; and intra-day operational practices.
- Extensive knowledge of simulation, modeling, operation research, database manipulation, and statistical techniques.
- Knowledge of all aspects of customer service and the impact of the performance measures relevant in various distinct business units.
- Analytical thinking and problem-solving skills.
- Excellent organizational skills.
- Ability to communicate effectively verbal
- Ability to communicate effectively in writing,
- Ability to establish and maintain effective working relationships with employees at all levels of the organization.
- Ability to work effectively independent and in a team environment.
- Knowledge of local labour law and ability to quickly learn and apply specific union requirements.
- Knowledge of Interactive Intelligence Workforce Software and understanding of PeopleSoft payroll system would be desirable.
- Proficiency with the Microsoft Office Suite of products (Word, Excel, Outlook).
- IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://www.canalliance.org/en/ at application.
Conditions of employment:
- The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
- A Police Information Check satisfactory to the employer will be required from the applicant(s) or successful candidate(s), at their expense.
- Ability to work extended hours if required and under stressful conditions.
Location: Winnipeg, MB
Application Deadline: August 10, 2024
HOW TO APPLY FOR THE JOB ROLE
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