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Senior WFM Analyst Forecasting & Capacity Planning- Permanent Full-time

Location:
Burlington, Ontario, Canada

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Job Description:

The successful candidate is responsible for the computation and analysis of capacity drivers and associated data within Cogeco Connexion to ensure effective resource management. The incumbent is also responsible for the contact center metrics reporting and data maintenance. The duties include but are not limited to: analyzing data across all departments within Cogeco Connexion, creating reports to capture trends and anomalies, recommending staffing model and forecasting contact center capacity throughout the fiscal year, assessing proposed operational changes and product introductions to identify impact to Consumer Market related to FTE, volume, AHT and budget. Additionally, the incumbent will be responsible for creating, documenting and maintaining a consolidated contact center reporting platform and will provide tools to the Workforce Management team to help them in making decisions and improving efficiency.

Job Responsibilities:

  • Develops and executes capacity models to ensure accurate short and long term capacity planning, for internal and outsourcing resources, for all transaction types..
  • Analyses call routing change requests to minimize impacts on call center capacity and reporting.
  • Responsible for developing and implementing methodology to ensure data integrity and accuracy, and new reporting solutions to support current and future Cogeco objectives.
  • Responsible for providing decision making support data through existing and new reporting streams to assist management in identifying and establishing attainable performance targets relevant to the supported departments.
  • Assist budget process by providing call volume and AHT forecast and loading data.
  • Collects data in the appropriate systems (ACD, WFM, Excel, Google, etc) and develops recurring reports to support the ongoing variance analysis of operational and financial performances as well as the impacts of corporate and management project initiatives.
  • Develops and executes ad-hoc reports to help identify trends, patterns and anomalies based on established parameters (i.e. by department or specific team of employees).
  • Responsible for workforce management database support in the development of automated solutions to facilitate ongoing reporting.
  • Develops presentation views of budget vs. actual and capacity plan scenarios of Consumer Market, using analyzed data in a concise and clear manner that meets the requirements of various levels of management.
  • Administers and supervises the collection of information supporting Operating budget processes or ongoing monthly reporting and communicate progress and issues impacting the deliverables.
  • Assists with other departmental requests as required and performs special projects as assigned.
  • Responsible for following proper methodology to ensure data integrity and accuracy at all times.
  • May have to coach and train other analysts within the team.
  • As part of their work, employee must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general.  They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
  • To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

Job requirements:

ACADEMIC TRAINING

  • University degree in Business, Statistics or similar discipline or a combination of equivalent education and experience.

 

WORK EXPERIENCE

  • Minimum 5 to 8 years relevant experience in an analyst capacity, preferably in a contact centre environment.
  • Minimum of 3 to 5 years in Workforce Management forecasting and capacity planning.
  • Must be detail oriented with demonstrated analytical skills and experience in preparing complex business cases.
  • Experience analysing and summarizing operational performance for various audiences (i.e. Supervisors through to Executives)

 

SPECIFIC COMPETENCIES

  • MUST be fluent Bilingual French & English
  • Expert skills using Spreadsheet and Presentation applications using a Microsoft or other collaborative tool (such as Google Suite) a requirement.
  • Database knowledge and navigation (creating complex queries, extraction of data, etc) an asset.
  • SQL, SSRS and SSIS knowledge a requirement.
  • Knowledge of workflow process documentation and analysis.
  • Detail oriented (accurate and thorough) with superior organizational and analytical skills.
  • Functional expertise in one or more of Cogeco Cable Canada’s operational or support departments is an asset
  • Demonstrated interpersonal skills with a winning customer service attitude and professional demeanour.  Ability to communicate with a high degree of tact and diplomacy.
  • Demonstrated strong written and verbal communication skills.
  • Highly organized with the ability to take initiative to identify and resolve problems independently.
  • Self motivated with the ability to multitask in a fast paced environment with limited supervision.  Monitors own quality of work.
  • Ability to accurately process a high volume of information within prescribed and conflicting timelines.
  • Open to change with a learning attitude towards work and to contribute to teams.

 

At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.