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Analyst, Workforce

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Job ID : 6112
Category : Sonnet Insurance
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Montreal, Canada

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What can you expect in this role?

  • SVL Management (daily/weekly/monthly)
  • Optimize work schedules to achieve our service level objectives, administering intraday schedule changes if required
  • Real-time observations of our incoming and outgoing call results, AHT & service level and adjust our resource allocations based on needs
  • Proactively make recommendations and implement measures to meet service level targets
  • Monitor and review performance reports and service performance trends against the plan and recommend specific actions or remedies Analysis & Recommendations
  • Participating in leadership meetings voicing concerns and bringing up areas of opportunities
  • Data analytics: Identify, investigate, scope, and escalate performance analysis to drive company goals
  • Provide ad-hoc analysis on WFM related topics and provide recommendations based on findings
  • Maintain the WFM databases
  • Communication of schedules and all modifications in a clear and timely manner to ensure the smooth operation of the business
  • Monitor and Control the WFM Inbox
  • Schedule all offline activities (trainings, meetings, coaching, etc)
  • Administer the shift and vacation bids
  • Add, Subtract, and Modify skillsets
  • Consistent use of internal policies and procedures
  • Collaborate with Operations to continuously improve WFM processes Projects, Reporting & Other Initiatives

What do you bring to the role?

  • University degree, college diploma or equivalent work experience (business, mathematics, statistics, economics, computer science, data, engineering, programing, etc.)
  • Advanced knowledge of MS Excel, including PivotTables, data search and comparison techniques, conditional tests, and macros.
  • Strong written and oral communication skills.
  • 1 or more years of contact center experience
  • Good analytical and critical thinking skills, including the ability to understand data, draw insights, determine the 'so what'      
  • Team player with the strong relationship building skills, effective conflict management, and openness to different perspectives.
  • Excellent written and verbal communication skills including the ability to present data and information in a compelling way, and ability to influence and achieve support for change.  Able to adapt communications to different audiences.                                                                                  

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

 

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Go ahead and expect a lot — you deserve it, and we’ve got it: 

  • Hybrid work schedule for most roles
  • Company share ownership program
  • Pension and savings programs, with company-matched RRSP contributions
  • Paid volunteer days and company matching on charitable donations
  • Educational resources, tuition assistance, and paid time off to study for exams
  • Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
  • Wellness and recognition programs
  • Discounts on products and services

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected]

Background checks
This role requires successful clearance of a background check (including criminal checks and leadership references).

#LI-Hybrid

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