Senior Analyst, Workforce Management, Scotia iTRADE - Toronto, ON (18-month contract)

Requisition ID: 232388

Join a purpose driven winning team committed to results in an inclusive and high-performing culture.

Reporting to the Senior Manager iTRADE Contact Centre Operations the Senior Analyst Forecasting & Scheduling (SA) will be responsible for developing strategic long and short range workforce plans focusing on the production of schedules for iTRADEs Contact Centres (CC) Workforce Management team in accordance with call forecasts average handling time as well as other indicators to ensure service level and productivity goals are met. The SA will translate operational strategies into schedules that ensure the provision of sufficient resources across sites and skill sets to meet customer demand while balancing the needs of the staff. The SA will have accountability for the centralized employee work pattern function and non-phone times leveraging best in class processes to identify the best fit for the CC.

This role requires scenario based modeling to assist management with proactive strategic plans and decisions. The SA must design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input variables including call volume AHT load factors service level etc. to support a multi-channel 18-month Capacity Plan. From time to time the SA may be asked to assist with ad hoc sizing of marketing events and onetime events that may drive call volume. With the assistance of Manager Contact Centre Operations he/she will take a proactive lead to identify and recommend opportunities to improve operational efficiency and effectiveness.

Major Accountabilities:

1. Provide long-range workforce management support by developing and maintaining an 18-month Capacity Plan inclusive of all inbound and other specialized roles for the iTRADE Contact Centre.

• Adopt a time-series approach model with several years of data to forecast both call arrival patterns and Average Handle Time for multiple channels.
• Identify all known workloads existing and new and any known call drivers that may be anticipated from any known events.
• Develop comprehensive staff attrition tracking forecasted required staffing levels part-time vs full-time staffing proportions licensed vs non-licensed language requirements and variance reporting
• Assess load factors and AHT to determine actuals and provide management updated monthly reporting on the variance to forecast and actionable insights to address
• Provide detailed hiring plans as part of the Capacity Plan identifying the lead-time to proactively hire and training agents so as to meet FTE requirements and service levels
• Review the Capacity Plan on a monthly basis to ensure to assess actuals to forecast and adjust as necessary
• Provide senior leadership monthly updates to highlight variances and determine next steps

1. Provide short-term planning & forecasting through the creation of schedules:

• Based on firm level Service Level & Occupancy targets the SA will create rolling 4 week schedules 45 days in advance of deployment for several inbound and outbound service teams
• Identify peaks and troughs monthly weekly daily and intraday intervals and adjust resourcing requirements as appropriate
• Provide trending analysis and reporting on adherence service level and continuous improvement opportunities.
• Analyze and create vacation schedule to ensure proper coverage on all queues at all time.
• Generate daily weekly and monthly statistics of adherence shrinkage occupancy and service levels
• Develop and maintain database to track incoming email volume and team productivity
• Manage time off requests and shift swap requests including approval if required.
• Refer exceptions to the management team and inform potential impact on service level
• Assist in coordinating and scheduling in special departmental and corporate events
• Proactively interface with management on items that may impact staffing and service levels assist in coordinating call centre activities with management teams.
• Serve as an independent resources for trend analysis and specific data points related to performance gaps
• Liaise & collaborate with management to identify common issues trends and to find and execute effective solutions
• Maintain develop and understand the telephony technology and Genesys emails routing such that business efficiencies maybe optimized

1. Provide tactical intraday management of the queues to optimize service levels and leverage capacity:

• Real time queue management on all queues both internal and external and establish traffic monitoring practice to facilitate effective and timely adjustment as required.
• Adjust individual skillsets to ensure that skill based scheduling of resources is maximized to meet all business requirements during operation times.
• Provide recommendations with options to management on real-time analysis and individual agent skills to ensure optimal coverage to have a positive impact on service level and abandonment rate.
• Identify deficiency and provide options in remedy the issues or redirect resources to reduce impact on service level.
• Responsible for updating script on agent skillsets to ensure calls are routed to agents with the right skills.
• Manage telephony BCP for all centres and maintain and update call flow queue manual.
• Create and maintain Spike policy and lead in execution when occasion arises.
• Build relationship with other departments/vendors to enhance T&CS experience

4. Create and administer a reporting suite that delivers comprehensive data and robust analysis of the contact centre metrics in maintaining report operational effectiveness:

• Develop complex reporting and tracking system through intuitive formats in either format of Sharepoint Power Bi etc.
• Utilize technology and report automation to reduce work effort and costs and improve accessibility
• Uncovers need and create new actionable reporting to build on the existing suite of reports
• Responsible for performing data-driven trend analysis to monitor the performance of the Contact Centre and provide recommendations on improving results
• Proactively conduct analytic and reporting to generate an accurate and insightful perspective to move the business forward

5. Provide technical support on telephony issues:

• Provide technical support on softphone and CTI issues
• Responsible for updating Telephony routing setting and IVR mapping
• Manage Telephony and IVR BCP for all locations

Education/Experience/Designations:

• 5 years of contact centre industry experience with extensive experience working with workforce management tools database and analytics
• Extensive experience in forecasting modeling
• Exceptional analytical skills required to determine gaps and create predictive models for business
• Very strong mathematical and computer background: extensive knowledge of Power BI Sharepoint and MS Excel (as well as other Microsoft Suite applications)and VBA is required.
• Exceptional interpersonal and communication skills both written and oral with demonstrated expertise in interacting effectively with all levels of management.
• Strong supervisory organizational and project management skills with a proven ability to re-design and implement new procedures processes and strategies.
• Expert knowledge of contact centre strategic planning operations: scheduling vacation administration forecasting methodologies simulation and performance reporting & systems i.e. CMS and Impact 360
• Capable of operating independently with minimal direction while keeping the management team informed of variances to plan potential problems and or sensitive issues.
• Comfortable in a fast paced production environment.
• Skills in thorough and reliable documentation of processes and procedures.
• Strong sense of urgency able to work autonomously as well as collaborate with internal and external partners.
• Intense attention to detail initiative and flexibility.
• Exposure to strategic planning and the ability to develop forward thinking plans to improve centre performance.
  
  
  

Working Conditions:

Due to the fast paced nature of the Customer Service and Online Brokerage environment numerous factors can attribute to a high level of mental and physical stress in this position including volatile financial markets new strategic initiatives and Service Centre needs that may spontaneously arise. This position is physically stationary (computer-based). There is every day/regular use of PC and internet technologies.

Multiple often conflicting priorities aggressive delivery or problem resolution lead time and highly valuable highly sensitive customer relationships.

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: for every future we help our customers their families and their communities achieve success through a broad range of advice products and services including personal and commercial banking wealth management and private banking corporate and investment banking and capital markets.

At Scotiabank we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including but not limited to an accessible interview site alternate format documents ASL Interpreter or Assistive Technology) during the recruitment and selection process please let our Recruitment team know. If you require technical assistance please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however only those candidates who are selected for an interview will be contacted.