Intraday Performance Analyst

About the Job
The Intraday Performance Analyst supports the Workforce team’s resource-planning initiatives. The role is responsible for scheduling, tracking information relevant to resource planning, and assisting in the execution of the site’s intraday staffing management to ensure staffing levels are sufficient to meet performance goals. 

Essential Functions
  • 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, including tracking shift availability and creating schedules for new agents on an ongoing basis
  • Reporting by Line of Business (LOB) as required

Critical Skills
  • Completion of post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered)
  • Advanced knowledge of MS Word, MS Excel, and Outlook
  • Must have a high level of accuracy with regards to data being entered
  • Strong analytical, problem solving skills, and self-management skills
  • Willingness to learn and adapt to working in a new environment
  • Must be able to work evenings and weekends
  • Chat and e-mail experience is an asset

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