Intraday Performance Analyst

About the Job

The Workforce Team’s primary function is the support of the Company’s resource-planning initiatives from a staffing point of view. The candidate will be responsible for scheduling, tracking information relevant to resource-planning, and assisting in the execution of the contact centre’s intraday staffing-management to ensure staffing levels are sufficient to meet centre performance goals.

Essential Functions:
  • Assisting with schedule-management and data tracking
  • Floor management of scheduling and Service Levels
  • Schedule exception management
  • Monitoring key performance metrics throughout the business day to help diagnose emerging trends and adjust staffing as required
  • Employee information maintenance:  ensuring employee information is accurately entered and maintained on an ongoing basis
  • Intraday correspondence:  responding to intraday telephone and email contacts in a timely manner
  • New-hire schedule planning:  tracking shift availability and creating schedules for new agents on an ongoing basis
  • Reporting by Line of Business (LOB) as required
 
 
Skills & Abilities Required:
  • Advanced knowledge of MS Word, MS Excel, and Outlook
  • Adaptability to learn a variety of software programs
  • Must have a high level of accuracy with regards to data being entered
  • Strong analytical and problem solving skills
  • Willingness to learn and adapt to working in a new environment
  • The ability to multitask and self-manage your work day is crucial
  • Must be able to work evenings and weekends
  • Chat and e-mail experience an asset
 
 
Education Requirements:
  • Completion of post-secondary degree or certificate with a focus on Business Administration
  • A combination of work experience and education will be considered
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