The Business case, Planning and Business Analytical (BA) is a group specialized in Call Centre Workforce, budget, business Case, strategic planning and performance analytics for the Fido Brand Call Center management team.
The team service offer:
Determine the workforce required to reach Service level objectives. Assesses impact on budget, develop Business case and act as a role advisor for the Project Management Team.
Monitors, measures and improves our Key Performance Indicators including queuing efficiency and business processes through business analytics study.
The different workforce services offered under the Planning directorate include Business case & Planning, Budget, short term planning, Scheduling, Intra-day management, Reporting and Business analysis.
Our team is looking for a talented Senior Analyst with strong analytical skills who is familiar with operational forecasting principles and Business case development. The Senior Analyst - Business case & Planning would report to the Planning & Business Analyst Team Leader.
Develop Business Case analysis and coordinate Post Implementation Review with Business analyst in collaboration with Project Manager.
Evaluate all project initiatives and impact in the call Centre and factorised project forecasted accordingly.
Implicate into the annual Budget process.
The ultimate objective of the Business case planning analyst is to accurately predict how Project, initiatives, system enhancement, promotion or external factors will impact the workforce and impact the Call Centre KPIs.
Our team is dedicated to find the ideal balance between hiring plan and workload, i.e having the right number of people with right skill in place at the right time to handle an accurately forecasted workload with the ultimate objective of meeting Service level objectives and budget target while minimizing impacts on CSC attrition.
This position contribute to the annual budget development which will determine the workforce requirement for all group within the call centre in a very complex infrastructure (multi-skill) in which workforce is split between 12 different departments with specifics responsibilities/activities spread out in 6 sites of which some are outsourced.
Business case & Planning is the central point where all initiatives impacting Call centre Key drivers is measured, staffing is determined and strategies built. Hiring plans are decided, Outsourcer strategy and FTE requests are made and project business case are evaluated.
Gather statistical information and create/update databases. You will perform statistical analysis and identify volume patterns such as growth, tends and seasonality. You will also ensure the integrity of the data by normalizing the historical data to build a stronger base for forecasting.
Develop Management strategic report (Scoreboard) and values added analysis on a weekly / Monthly and quarterly basis
Contribute to special projects and other tasks required by the Management director & VP. Each project is systematically communicated to Business case & Planning analyst and impact evaluation is determined in partnership with Project Management team.
Run scenario for all ongoing or upcoming projects or promotions. Factorize changes in capacity model. Evaluate the impact in term of addition/reduction of FTE requirements.
Develop different predictive Model use to evaluate future capacity (Customer base Calling, Average handle time, shrinkage).
Contribute to determine the hiring plan for the year including part time/full time flexibility strategy.
Ensure accuracy of forecast by monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service level each month : work volume forecast, average handling time, load factors, attrition, CBC, Load balancing mechanism.
Provide all Line of Business partners within Call Centre with recommendation to typical challenges encountered in a call centre environment: seating, call routing, workforce scheduling.
Act as an advisor for Project Manager. Validates Project Managers estimates.and gathers all information and determines any collateral impact created by the project, i.e. additional training, reduction or increased on key driver.
Evaluate risks i.e timing, launch date during a critical period or during a period where FTE condition to meet service level is already tight.
Monitored all projects forecasted in the years (approx 150 projects) and working closely with Business analyst to evaluate the impact and ultimately evaluate how this will impact the future.
University Bachelor's degree in Operational Management, Applied mathematics, Statistics or any other concentration with significant proportion of statistics, or equivalent work experience, which ensures an equivalent level of competency (2-5 years).
Very proactive, multi task and the ability to establish links and interrelation between many groups and evaluate future impact for them.
Extremely well organize, methodical and structural.
Capacity to summarize a large and complex amount of information's (Synthesis) and create professional and structural document where information are presented to a management audience
Knowledge of forecasting tools and methodologies;
Knowledge of Contact Center an asset ;
Bilingual (French and English);
Strong analytical and problem solving skills with details oriented;
Good interpersonal/communication skills including strong verbal, written and presentation skills;
Solid knowledge of Microsoft Office software (Excel, Word, PowerPoint)
Data Base, Web Base,.
Rogers is an Equal Opportunity Employer
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Feb 22, 2011
Call Centre Operations
Target Start Date
Feb 15, 2010
Rogers - 2 years ago
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