Senior Solar Energy Analyst evaluating solar resources, production, and plant performance for DNV. Supporting bankable renewable - project decisions through modeling, analysis, and technical assurance.
About the role
- Senior Workforce Analyst ensuring SLAs for Contact Center Operations in Canada. Analyzing performance and coordinating staffing to meet client goals.
Responsibilities
- Serve as main point of contact through various forms of communication to maximize service level success across the enterprise (multi-site including Assurant and Vendor Partners).
- Analyzes intraday and historical performance to respond/plan appropriately across the enterprise.
- Monitor and analyze enterprise (multiple sites, including vendor) SLAs and staffing levels, make appropriate recommendations to ensure client contractual goals are met.
- Partner with vendor managers to communicate and escalate any vendor staffing issues/concerns.
- Accurately analyze and communicate issues related to BCP events, major systems outages, or other unexpected events to ensure necessary staffing adjustments are made, and service level is protected.
- Proactively identify, coordinate, and communicate enterprise (multiple sites including vendor partners) overtime and VTO recommendations.
- Explain and analyze real time data vs forecast to ensure clarity and show the impact of trends, identify and coordinate enterprise level actions as needed.
- Completion, coordination, and oversight of complex ad hoc analysis of systems issues, BCP events, and daily enterprise contact center performance.
Requirements
- High School Diploma or GED
- 3+ years experience in a contact center leadership role and/or 3 years experience in a WFM or WFM related role
- 3+ years of experience in a multi-site/multi-channel environment
- Proficient with Excel
- Experience using MS Office (Word, Outlook, etc.)
Benefits
- Health insurance
- Professional development opportunities
- Paid time off
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Analyste TI soutenant les utilisateurs, incidents et applications d’iA Financial Group, assureur et gestionnaire de patrimoine. Amélioration des processus et collaboration aux projets technologiques.
Data valorization analyst developing ETL, indicators and management information for Desjardins' business sectors. Ensuring data quality, documentation and analytics support across hybrid Canadian locations.
Data analyst collecting, interpreting, and reporting business data for Desjardins, a financial cooperative. Improving data tools and supporting stakeholder decision - making.
Implementation Analyst managing client onboarding, data validation, and carrier - platform setup. Supporting Sterling Brokers' technology - enabled group benefits and retirement administration business in Canada.
Part - time Data Quality Analyst using open data and Owl.co’s AI to investigate claimant information. Ensuring accurate, secure insurance claims processing for North American carriers.
Technology Analyst delivering data, analytics, and technology solutions for IQVIA’s life sciences clients. Managing client relationships, requirements, reports, and solution delivery across Canada.
Cybersecurity Analyst investigating endpoint, identity, email, network, and cloud threats for CrowdStrike’s AI - native cybersecurity platform. Delivering incident response, malware analysis, containment, and customer guidance.
Analyst managing digital tools, benefits data, and group insurance administration for iA Financial Group. Supporting clients, payroll files, implementations, and continuous improvement.
Technology Change Control Analyst governing IT changes for Aviso, a Canadian wealth management and investment services provider. Coordinating CAB approvals, change schedules, controls, metrics, and ITIL improvements.