Sr. Workforce Analyst (#3507664)
24-7 Intouch Contact Center - Winnipeg, MB

SR. WORKFORCE ANALYST

Location: Winnipeg, MB
Salary: to be negotiated, plus Health/Medical and Dental Insurance
Position: Permanent Full-time

24-7 Intouch Contact Centers is one of the sectors fastest growing companies and we are expanding our Management team! We offer competitive pay, benefits, flexibility, and growth opportunities. We are currently accepting applications for a SR Workforce Analyst for our Winnipeg, MB location.
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Overview of Position:
The Workforce Team’s primary function is the support of the Company’s resource-planning initiatives from a staffing point of view. The candidate will be responsible for scheduling, tracking information relevant to resource-planning, and assisting in the execution of the contact centre’s intraday staffing-management to ensure staffing levels are sufficient to meet centre performance goals.

Essential Functions:

  • Managing all day-to-day activities in WFM.
  • Schedule-management and data tracking
  • Floor management of scheduling and Service Levels
  • Schedule exception management
  • Monitoring key performance metrics throughout the business day to help diagnose emerging trends and adjust staffing as required
  • Employee information maintenance: ensuring employee information is accurately entered and maintained on an ongoing basis
  • Intraday correspondence: responding to intraday telephone and email contacts in a timely manner
  • New-hire schedule planning: tracking shift availability and creating schedules for new employees on an ongoing basis
  • Reporting by Line of Business (LOB) as required

Skills & Abilities Required:

  • Advanced knowledge of MS Word, MS Excel, and Outlook
  • Adaptability to learn a variety of software programs
  • Must have a high level of accuracy with regards to data being entered
  • Strong analytical and problem solving skills
  • Willingness to learn and adapt to working in a new environment
  • The ability to multitask and self-manage work day is crucial
  • Must be able to work evenings and weekends
  • Chat and e-mail experience an asset

Education Requirements:

  • Completion of post-secondary degree or certificate with a focus on Business Administration
  • A combination of work experience and education will be considered

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