Workforce Analyst
Workforce Analyst
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Job Description
Aviso:
At Aviso we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization we are committed to leadership innovation partnership responsibility and community. Working with talented and energetic professionals who exemplify our values every day you will quickly notice that our people and dynamic oneaviso culture sets us apart. If you are looking for interesting and challenging work at a company committed to its people find out more about what Aviso has to offer at .
The Opportunity:
Were looking for a Workforce Analyst to join our Customer Service Experience Workforce Management (WFM) team.
Reporting into the Senior Manager of Workforce Management the Workforce Analyst is responsible for performing essential duties on behalf of the company from your assigned Aviso office.
The Workforce Analyst is key to the success of Service Operations. Working closely with Service leaders this role is responsible for scheduling agents to meet volume demands including shift bids time off requests and offline activities. As well this role will assist with real-time monitoring of queues across multiple lines of business in order to meet KPI role requires strong relationship building and attention to detail to build and maintain trust and confidence in the Workforce Management team.
Who you are:
- Service You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
- Execution You are committed to achieving your goals and to succeed. This includes focusing on getting things done as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
- Collaboration You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration build trust and inclusion and work to establish effective relationships both inside and outside of the organization
What your day looks like:
Scheduling
- Manage schedules for 90-120 agents in an organization with multiple lines of business multiple channels (phone email chat etc.) and two languages (English and French)
- Manage the shift bid process balancing the needs of the business and the preferences of the agents
- Manage time off requests approving or denying requests based on coverage needs and employee balances
- Schedule offline activities (meetings trainings etc.) to meet business needs and coverage requirements
- Ensure schedules meet ESA requirements applicable to the agents province of employment (Ontario British Columbia Quebec) Aviso policies and the standards of practice for the service department
- Create and track headcount plans identifying opportunities to leadership working closely with HR and Managers to track agent movement
- Provide coverage analysis to improve scheduling process planned and after-the fact
- Maintain the Calendar of Offline events
- Document Workforce processes procedures and guidelines as needed
- Present workforce procedures to new hires maintaining training guides
- Other scheduling needs as required
Enabling System
- Manage set up profile configuration and policies within the workforce enabling systems (Genesys WFM SharePoint and any future system)
- Create base schedules for each agent managing changes to schedules based on employee movement leave requests and new hires
- Manage the publication of schedules for each scheduling period
- Configure and maintain agent skill assignments required for scheduling agents to meet the needs of the lines of business
Real Time Monitoring
- Monitor phone volumes and staffing levels to recommend and make changes to schedules queue assignments and engage leaders in these changes in order to meet service level targets
- Monitor email and portal volumes to recommend and make changes to schedules engaging leaders for qualitative guidance and support in order to meet service level targets
- Monitor real-time adherence and communicate exceptions/outliers to the management team
- Communicate with agents and leaders in a fun friendly curious manner to create a warm and positive work environment that builds trust and respect
Requirements
Your experience and skills:
- 5 years experience in a contact center environment
- 2 year(s) experience in a Workforce Management role
- Proficiency in Microsoft Excel (advanced formulas etc.) Outlook PowerPoint
- Experience using WFM tools (Genesys Verint Calabrio AWS Five9 etc.)
- Excellent interpersonal skills with the ability to form lasting connections with employees at all levels that represent the workforce team in a positive and friendly manner to the rest of the organization
- Strong self-management and time-management skills with the ability to work independently without supervision in a fast-paced environment
- Team player with a focus on supporting the team and company as a whole to achieve results in a constantly changing environment
- Skilled at leveraging resources asking for help when needed communicating needs to your manager in a solutions-oriented way
- Attention to detail with strong documentation and follow up skills
- Stable and reliable internet access for working from home
- Fluent communication skills in English are required and bilingual skills in French are an asset
- Service focused business oriented and innovation driven
Benefits
Why Aviso
At Aviso you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:
- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health dental and insurance benefits to meet the diverse needs of our employees
- Generous vacation time fitness benefit parental leave top-up options
- Matching contributions to our retirement program
- Commitment to the continuous improvement of our staff through learning & development and an education assistance program
- Regular social events to foster teamwork
Your Information
By submitting your application you consent to the collection use and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws including thePersonal Information Protection and Electronic Documents Act (PIPEDA)and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.
Further information is available on the Privacy link on our Career Page Privacy Policies
Equal Employment Opportunity
Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation we will work with you to meet your needs in all stages of the hiring process.
We thank all applicants for their interest however only those selected for further consideration will be contacted.
No recruiters or agencies please.
Company Overview:
Aviso is a leading wealth management and investment services provider for the Canadian financial industry with approximately $145 billion in total assets under administration and management and over 1000 employees. Were building a comprehensive technology-enabled client-centric wealth services ecosystem. Our clients include our partners advisors and investors. Were a trusted partner for nearly all credit unions across Canada in addition to a wide range of portfolio managers investment dealers insurance and trust companies and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager NEI Investments specializes in investing responsibly. Our online brokerage Qtrade Direct Investing empowers self-directed investors and our fully automated investing service Qtrade Guided Portfolios serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto Vancouver Montreal and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals Co-operators/CUMIS and Desjardins. Were proud to power businesses that empower investors.
A career with Aviso means being part of a group of talented energetic professionals who live their values every day and belonging to an organization dedicated to your success and career development. If youre looking for interesting and challenging work at a company committed to its people apply to join our team.
Salary
This position is posted with an expected salary range of $55000 - $65000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.
Required Experience:
IC
Employment Type
Full-Time
