Workforce Management and Operational Reporting Analyst
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Job Location:
Monthly Salary:
Posted on:
29 days ago
Vacancies:
1 Vacancy
Job Summary
In collaboration with the operational teams the advisor ensures the development improvement and communication of various capacity plans and performance reports for the operational teams of our contact center. The incumbent must also implement and monitor action plans to achieve various performance indicators and budget targets.
Responsibilities
- Continuously adjust capacity plans to achieve various operational and budgetary targets.
- Prepare the various annual budget plans that will become the capacity plans for the following year.
- Design and develop various dashboards related to the individual performance of agents and the overall performance of the contact center (mainly with Power BI).
- Develop and document standardized and simple performance management processes using various data sources and tools.
- Analyze results identify trends and collaborate with workforce management and operations teams to facilitate access to information understanding of statistics and monitoring of action plans.
- Ensure the accuracy and integrity of the data and reports provided.
- Produce ad hoc and regular reports provide explanations and recommendations to improve performance.
- Participate in continuous improvement projects by promoting automation and proactively identifying improvement opportunities.
- Train and support various users of the contact centers technological solutions related to workforce management and operational reporting.
Qualifications :
- Degree in statistics (an asset)
- Minimum of three (3) to five (5) years of experience in workforce planning and call center reporting.
- Knowledge of workforce management tools (NICE Webstation EEM a plus) as well as telephony platforms (Genesys Cloud and others).
- Advanced knowledge of Excel Power BI and automated processes like Power Automate.
- Proficiency in database management tools (Access SQL etc.) (an asset).
- Knowledge of the MS Office suite.
- Proactivity.
- Autonomy.
- Ability to manage priorities.
- Excellent communication.
- Oral and written fluency in French and English
Additional Information :
#LI-FB1
*A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English both orally and in writing with colleagues customers and other stakeholders in Quebec the rest of Canada and internationally.
Employment Equity
At Transat we foster an environment where inclusiveness respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women members of visible minorities ethnic minorities aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation please contact us in order to work together in meeting adequately your needs.
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- Cognos
- Microsoft Access
- SQL
- Crystal Reports
- Financial Report Writing
- Power BI
- Pivot tables
- ssrs
- Tableau
- Regulatory Reporting
- SAS
- Data Analysis Skills
About Company
Since their beginnings, they have surrounded themselves with the best in order to support thousands of companies in their digital transformation! If you are looking for new challenges and want to participate in a human adventure rich in projects, go is for you! ??
