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Workforce Analyst

Rogers Communications

This is a Contract position in Peel region, ON posted September 9, 2017.

At Rogers we’re for supporting you on a journey to a rewarding career. Whether you’re a developer, an analyst, or a customer care consultant, Rogers is the place where ideas become reality. We embrace change, and find ways to do better. And we deliver on that commitment by fostering an environment of passion and innovation for all people.

As a key member of the CC Operations Support Team, the Intraday Supervisor will be accountable for the real time, tactical operations of the call centre including Intraday service level management, agent real time adherence monitoring and staff planning, with a direct accountability to meet service level, occupancy and budgetary targets.

Key Responsibilities:

  • Real time, tactical operations of the call centre including Intraday service level management and staff planning
  • Conduct real-time monitoring of agents through the Aspect eWFM real-time adherence view (RTA) to ensure schedule and phone state productivity adherence and notify support personnel on the floor to resolve adherence issues
  • Through Intraday Workforce Management processes meet service level, occupancy and budgetary targets (staff ramp-up/contingency plan management, staff ramp-down/reverse contingency plan management, Intraday Workforce Plan management and reforecsting)
  • Develop and lead regular reviews and communication vehicles to present and collaborate around real time and daily results. short term staffing plans, and future days service level outlook with the Customer Care Centre management team and other business partners/stakeholders
  • Participate in processing agents’ pending time-off requests, schedule swaps, trades, etc. and the daily exception management of eWFM
  • Develop and Maintain all Intraday Workforce Management processes and products (Intraday Workforce Management plans and Daily/Weekly Service Outlook) and ensure they attain the highest level of client satisfaction
  • Develop and maintain all call centre technology, Ecometry order entry system, and www.theshoppingchannel.com < http://www.theshoppingchannel.com/ > issue resolution processes and service level agreements (SLA) through effective relationship management of Technology and Merchandising/Programming partners
  • Develop and maintain business driven Call Routing and IVR design decisions and change management activities
  • Regularly liaise with peer level, Manager, Director or Vice President counterparts that represent key stakeholder inputs or accountabilities
  • Establish best practices for Real time and Intraday Workforce Management procedures and approaches associated with planning & forecasting methods, staffing systems/software and business modeling techniques
  • Maintain "currency" in specialized knowledge, skills, trends and changes, to be aware of industry standards and best practices in workforce management and call centre planning, forecasting, scheduling and Realtime Intraday management
  • Must be available to rotate shifts covering 7.00 am to midnight, 364 days per year.

Qualifications

  • Expert knowledge of call centre planning and performance metrics and related calculations, mathematics and mathematical relationships (AHT, Contacts Offered/Handled, SVL, Occupancy, ASA, Abandoned Rate, Work Volume, Staffed Hours, Paid Hours, Load Factor, FTE Requirements, etc.)
  • Expert knowledge of call centre planning methodologies and operational principles, including workforce scheduling practices, and tools (Hills B, Erlang C, IEX, Aspect/TCS workforce management software – eWFM) and other related call centre tools and technologies (ACD’s – Avaya CMS, Genesys, report writing software, Data warehouse)
  • Very strong mathematical and computer background: extensive knowledge of MS Excel
  • Highly proficient in the area of influencing skills to present alternatives resolves conflicts and minimizes high-risk situations
  • Highly developed presentation skills with high proficiency in business writing using MS PowerPoint
  • A creative approach to manage new challenges and problematic circumstances
  • Highly developed analytical, decision making and problem solving skills
  • Comfortable in a fast paced, high stress growth environment
  • Well-developed leadership skills to coach, counsel, direct, and support staff in a customer service oriented environment
  • Leadership ability to get results through others in a positive fashion; able to motivate and maintain high level of employee commitment and morale

Schedule: Full TimeShift: RotatingLength of Contract: Not Applicable (Regular Position)Work Location: 59 Ambassador Dr (096), Mississauga, ON Travel Requirements: NonePosting Category/Function: Call Centre Operations & Workforce / SchedulingRequisition ID: 108372 WHY ROGERS? As a proud Canadian company, we’re dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow. We recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide and define our work:

  1. Simplify and innovate
  2. Take ownership of the what and the how
  3. Equip people to succeed
  4. Execute with discipline and pride
  5. Talk straight, build trust, and over deliver

Why Rogers? Because your tomorrow inspires our today. What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You can also reach out to our team at RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process. Posting Notes: Call Centre || Canada (CA) || ON || Mississauga || None ||