Senior Threat Analyst monitoring, investigating, and responding to cyber threats for Sophos’s MDR cybersecurity services. Conducting threat hunting, incident response, and client case management.
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.
Treasury Analyst supporting hedge accounting, pricing models, derivatives, and collateral management. Helping EQ Bank manage funding, liquidity, interest rate, market, and pricing risks.
Data Analyst at Desjardins, a financial services cooperative, analyzing data and building complex reports. Advising stakeholders on data - management solutions and business decisions.
Data Analyst at Desjardins collecting and analyzing data for business decisions. Building complex reports and advising stakeholders on data management solutions.
Enterprise Technology Analyst providing Tier 2 support for Columbia Forest Products’ end - user computing environment. Troubleshooting Microsoft, hardware, networking, cloud, security, and business application issues.
Ethical Walls Analyst managing confidential screens, compliance, and conflict - risk initiatives for Canadian law firm McCarthy Tétrault. Hybrid role based in Vancouver, Calgary, or Toronto.
IFS Cloud FSM Analyst configuring and optimizing field service software for Henry Schein’s healthcare business. Training users, managing data, and supporting reporting and platform enhancements.
Lending Support Services Analyst supporting complex loan files and credit union procedures. Simplifying banking for Canadian members through digital solutions at Innovation Federal Credit Union.
Desjardins analyst overseeing insurance agency quality and compliance. Investigating sensitive issues and recommending actions across property - and - casualty and life insurance operations.
Retirement Analyst supporting Owen & Associates, a Canadian employee - benefits and retirement advisory firm. Analyzing plans, investments, benchmarks, and client reporting.