Business & Workforce Management Analyst

Position Summary

Are you an analytical and detail-oriented professional with a passion for workforce planning and customer service excellence? We are seeking a specialist to support Service Regina’s contact centre operations and corporate support, including administration for our phone and customer relationship management (CRM) systems. In this key role, you will be responsible for scheduling, forecasting, system testing, and monitoring call centre performance to ensure optimal resource utilization and achievement of service metrics. You will also lead the development of staffing models, manage branch and corporate level reporting, and collaborate across departments to support data-driven decision-making in a fast-paced, customer-focused environment. This position reports to the Manager, Customer Experience

Key Duties & Responsibilities

• Provide forecasting and scheduling responsibilities ensuring the best application of resources to forecasted volumes, including predicted and unforeseen peaks and troughs.
• Leverage workforce management and reporting tools to optimize productivity, adherence, service levels and customer experience.
• Develop new hire staffing schedules, understanding, and predicting trends as well as creating call volume forecasts through the analysis of historical data and future marketing trends and initiatives.
• Evaluate current and future intra-day performance reports to determine staffing needs to make recommendations on approving time off or scheduling off-phone activities.
• Provide management with statistical information, reports and analysis regarding schedule adherence related to employee performance. Identify and communicate to Manager the short-term needs for additional resources to ensure performance targets met.
• Oversee the development of long-range and short-range forecasts and staff plans for all customer contact channels.
• Assist in designing, administering, and maintaining reporting for the business unit as well as corporately.
• Plan, design, and present historical information and data to management with suggested areas of business process improvement.
• Facilitate meetings to gather information, document expectations, and provide support with end users on business application enhancements and support requests. Conduct pre and post implementation reviews to ensure solution meets business requirements.
• Assure quality, accuracy, and validity of data sources and reports.
• Coordinate with third party vendors and internal departments to resolve system issues.
• Input/update/change the workforce management system data and shift information in real-time.
• Ensure all Service Regina applicable system applications meet the needs of the business area through needs assessment, implementation, and maintenance.
• Implement process improvements, system applications or upgrades in conjunction with Information Systems and other City departments. Participate in the assessment and selection of software solutions.
• Ensure documentation of all policy and procedures.
• Act as area representative in the design, development, and implementation of computerized systems within Service Regina. Participate in special projects as required.
• Perform related duties as required.

Key Qualifications

• Typically, the knowledge, skills and abilities required are obtained through completion of Call Centre Workforce Management training, a degree in Business Administration or related discipline; combined with three (3) years’ experience in a call centre/frontline customer service environment. Experience in customer relationship management systems is essential. Direct experience conducting service and system reviews and completion of Business Analysis Certification (i.e. IIBA) is considered an asset.
• Expert knowledge of call centre workforce management and industry best practices.
• Excellent written and oral communication skills.
• Expert knowledge of Microsoft Excel and best practices for reporting, analysis and quality assurance.
• Ability to analyze data and issues, document findings and recommend required changes.
• Ability to instruct others in the effective use of computerized systems, processes and procedures.
• Advanced troubleshooting and problem-solving skills and the ability to learn technologies and applications.
• Ability to work independently, display initiative and prioritize multiple tasks and deadlines.
• Ability to develop and maintain effective working relationships.
• Ability to maintain professionalism in a stressful and constantly changing work environment.

Working/Other Conditions

• May be required to work non-standard hours.