Analyst, Workforce Management

Position Summary Plays a key role in scheduling and resource utilization to deliver on campaign performance metrics with regards to workforce management. Key Responsibilities Produce weekly schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM responsibility. Critically evaluate schedules during creation and upon completion in all metrics for multiple lines of business – Forecast variances, service level targets, AHT target variances, staffing requirements, etc. Identify course of action or propose solutions with supporting metrics relating to staffing deviations (Next day extended hours/full day VTO, schedule adjustments, etc.). Collaborate with Workforce Management Supervisor and Director to implement scheduling strategies that are aimed at hitting targets related to call forecasting and service level. Complete weekly OTL–Workday interface to ensure all agents under the WFM responsibility have timecards submitted. Responsible for all Aspect and/or Evolia updates impacting future schedules which includes scheduling coaching, team meetings, training and shift trades. Responsible for vacation selection and vacation changes for agents. Work in partnership with the Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM responsibility. Attend all applicable scheduling and forecasting meetings and take action items as required from these meetings. Support the management team with implementation of new initiatives and projects from a real time perspective. Analyze staffing and routing changes based on observations with ability to make recommendation to your immediate supervisor, in a professional and positive manner. Manage and respond to all email received in the inbox in a timely and professional manner. Ensure personal health and safety compliance, including use of PPE, and adherence to Health & Safety instructions, guidelines, policies and procedures. Provide support to Cogeco’s ultimate goal of providing excellent service to current and potential customers, by being attentive and responsive to both external and internal customers’ needs and assisting in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs. Essential Qualifications College diploma or equivalent education and experience. 3+ years experience in scheduling in a contact centre environment. Previous background in contact centre management and workforce management is an asset. Previous background in Aspect and Five9 is an asset. Specific Competencies Proficient in desktop applications including MS Office (Excel, Word, Access) and database management programs. Strong understanding of call centre procedures, processes and technologies preferred. Highly organized and detail oriented with demonstrated analytical skills and time management skills. Demonstrated interpersonal skills with a winning customer service attitude and professional demeanour. Ability to communicate with a high degree of tact and diplomacy. Self‑motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work. Open to change with a learning attitude towards work and to contribute to the team’s success in attaining overall objectives. The ability to multi‑task and manage concurrent projects in a fast‑paced environment with limited supervision is required. Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts, weekends and general holidays. Hours of work are subject to change as business needs evolve. Benefits Competitive pay and bonuses: Market‑leading base salary with participation in the Employee Bonus Plan. Robust 401(k) plan with a 50% company match (up to 5%) and eligibility for the Cogeco Stock Purchase Plan. Comprehensive medical, dental and vision coverage. Company‑paid life insurance (1x compensation), short‑term and long‑term disability coverage. Generous PTO, company‑recognized holidays, floating holidays and a comprehensive flex work policy. Tuition reimbursement, opportunities for LinkedIn Learning subscriptions and a complimentary Headspace membership. Complimentary and discounted broadband services for those in our service area. We are committed to providing equal opportunities to all qualified individuals. We strive to build teams that reflect the diverse profiles and backgrounds of our customers and communities. We encourage applicants from all backgrounds to apply. Location: Johnstown, PA #J-18808-Ljbffr