Workforce Management Real-Time Analyst
Workforce Management Real-Time Analyst
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Job Description
Workforce Management & RealTime Analyst
Solink is a different kind of data analytics software company. Weve successfully made video security a source of powerful insight for business owners of franchise and retail chains. We focus on security applications that combat fraud proactively and make it easier for owners to track down problems. Today we focus on loss prevention and in the future we see every department using video to make datadriven decisions: marketing operations and even HR.
A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venturebacked and focus on continuous to delight our customers. We have a creative and collaborative work environment and all of our employees have meaningful equity in the company.
A bit about the role
Solink is seeking a dynamic Workforce Management (WFM) & RealTime Analyst to support our Customer Support Team. This role involves forecasting incoming volume workforce scheduling realtime monitoring of multichannel contact queues managing payroll submissions and creating performance reporting. The ideal candidate has exceptional attention to detail resourceful problemsolver highly organized and thrives in a fastpaced environment.
WHO YOU ARE:
Minimum 2 years of experience in workforce management forecasting scheduling and realtime monitoring in a multichannel contact center environment.
Bachelors Degree is an asset with a focus in mathematics business analysis or statistics.
Proficiency in WFM software (e.g. Playvox NICE IEX Verint Aspect).
Experience in Zendesk Intercom Salesforce PowerBI Excel and strong working knowledge of data visualization tools.
Strong analytical skills with the ability to interpret data and provide actionable insights.
Experience with telephone systems (e.g. Five9 Avaya Cisco Genesys).
Excellent problemsolving and communication skills with the ability to work crossfunctionally.
Detailoriented highly organized and able to manage multiple priorities in a dynamic environment.
Teamwork: working collaboratively with others to achieve organizational goals.
Initiative: dealing with situations and issues proactively and persistently seizing opportunities that arise.
Results Focus: focusing efforts on achieving high quality results consistent with the organizations standards.
Fostering Communication: listening and communicating openly honestly and respectfully with different audiences promoting dialogue and building consensus.
SECURITY REQUIREMENTS:
Candidates must undergo a criminal records check upon hire;
Be a Canadian Citizen (dual citizens included) or eligible to work in Canada;
Be willing to comply with Solinks own security policies and standards.
WHAT WILL YOU DO
Develop and maintain capacity plans and monthly daily and intraday forecasts in a multisite multichannel contact centre environment
Create workforce schedules to align with business goals and required Service Levels.
Utilize WFM tools (e.g. Playvox NICE IEX Verint Aspect) to forecast staffing needs and manage realtime workforce adjustments.
Monitor intraday performance including schedule adherence shrinkage and Service Levels making necessary adjustments to optimize performance.
Identify and address staffing needs including shift extensions overtime break and skill adjustments.
Collaborate with management to resolve workforce challenges effectively.
Ensure accurate payroll submissions for hourly team members in alignment with company policies.
Track and resolve discrepancies in time entry and attendance records to ensure payroll accuracy.
Work with Team Leads to address payroll or scheduling conflicts.
Generate and present workforce and KPI reports with insights and recommendations for efficiency improvements.
Conduct audits of scheduling processes to ensure accuracy and compliance with policies.
Prepare monthly KPI scorecards and other ad hoc reports as required.
Analyze historical data and trends to improve scheduling accuracy and future workforce planning.
Track ongoing system tickets escalating highpriority or persistent issues as needed.
Update management on critical issue impacts affecting operations
WHAT IS SOLINK
Solink is transforming conventional data into smart data. Solink connects and synchronizes brickandmortar business systems like video Point of Sale data to create insight into loss prevention security and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.
Were one of Ottawas fastest growing companies. Were not just a tech and security company we are rapidly evolving the way that we use and think about video security data analytics and technology. Were enhancing the status quo to positively impact clients and customers businesses.
Were on a steep growth trajectory which means lots to do lots to learn and lots to experience! What an exciting adventure ahead and our Solinkians make the greatest travel companions
Solink thrives because of our team; we know that in our business and in our daily work people make all the difference. Were looking for people who are driven by curiosity hungry to innovate and striving to make an impact.
WHY WORK AT SOLINK
Working with us means youll be working for a company that values your input and allows you to bring your ideas to life. We offer a collaborative creative supportive work environment with a culture that is undeniably fun
All that PLUS we offer..
Flexibility in your chosen hours of work by helping you get stuff done (encourages that work life balance);
Opportunities for growth based on merit skill and initiative;
Friendly welcoming and teamoriented atmosphere that fosters collaboration;
Creative and innovative environment that mentors supports motivates and inspires you to make an impact;
Interesting and exciting assignments ranging in size type and complexity;
An opendoor policy where communication and brainstorming is encouraged;
A really positive and fun environment working with an incredibly ENERGETIC team;
Fully paid Health / dental benefits offered immediately (an additional $500 spending account for items that arent covered in our AMAZING benefits program);
Monthly reimbursement toward a health and wellness;
Extracurricular SOLINKIAN social events (annual solinko de mayo solearns sports teams solunches team builders and much more)
This role has the opportunity to operate in a hybrid or remote model.
We know that everyone has different experiences and thats what makes all of us so unique. Solink is an Equal Opportunity Employer. Were looking at building our team of great people and we know that comes in various forms. We are committed to a diverse and representative workforce an open and inclusive work environment and we encourage all candidates with interest to apply. We will provide accommodation on request through all parts of the selection process.
HOW TO APPLY
Please submit your cover letter and resume addressed to Admiral Ackbar outlining why you would be the right fit for this position.
Solink welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you need accommodations please email.
Required Experience:
IC
Employment Type
Full-Time
