Workforce Planning Analyst
Zedd Customer Solutions - Toronto, ON

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ABOUT ZEDD CUSTOMER SOLUTIONS
Zedd Customer Solutions is a large Canadian owned and operated Outsource Contact Centre Services provider. Our success can be attributed to the dedication, hard work and service excellence delivered every day by our talented team of contact centre professionals. We understand our clients’ need for outstanding management of their customer relationships and are fully committed to exceeding their expectations in all aspects of our solutions.

ESSENTIAL FUNCTIONS

  • Assist in call volume forecasting
  • Build staff schedules to match call volume needs
  • Manage schedule adherence (Call in Stand byes if and where required to meet forecast)
  • Review and action real time metrics

o Abandon Rates, Service Level, AHT, Longest call, etc

  • Constant communication with floor
  • Assist with facilitation of breaks when volumes are high, etc.
  • Call in cross trained agents where necessary
  • Reduce staff if call volumes are lower than forecasted
  • Other duties as assigned

PREREQUISITES:

  • Excellent knowledge of using workforce management tools;
  • Strong knowledge of computer applications required to produce metric reporting;
  • Hours of operations: 7am to 12am, 7 days a week; numerous shifts available to cover
  • Adapt to increased workload, shifting priorities and short notices of changes;
  • Analytical thinker
  • Ability to work with data

Indeed - 17 months ago - save job - block
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