About the role

Workforce Management Analyst owning forecasting, scheduling and reporting for Metergy’s utility submetering operations. Supporting customer service teams across Canada and the U.S.

Responsibilities

Own the Workforce Management function across customer service operations in Canada and the U.S.
Develop short-, medium- and long-term forecasts using historical data, growth assumptions, operational trends and business drivers
Build staffing and capacity plans aligned with customer demand, service level objectives and business requirements
Create and maintain schedules across internal sites and outsourced partners
Manage intraday operations, monitor real-time performance and adjust staffing plans as conditions change
Analyze workforce performance, including service levels, occupancy, adherence, shrinkage, handle times and forecast accuracy
Produce daily, weekly, monthly, quarterly and annual workforce management reporting packages
Identify trends, risks and opportunities and provide actionable recommendations to leadership
Leverage Genesys Workforce Management tools to improve forecasting accuracy, scheduling effectiveness and operational performance
Partner with Service leadership on hiring plans, onboarding schedules, training initiatives and operational projects
Provide workforce management insights supporting Continuous Improvement initiatives
Act as the primary subject matter expert for workforce planning, forecasting, scheduling and reporting
Personally manage the end-to-end workforce management lifecycle and support operational decision-making

5+ years of Workforce Management experience within a contact centre environment
Demonstrated expertise in forecasting, capacity planning, scheduling, intraday management, workforce reporting, workforce analytics and business analysis
Advanced Genesys Workforce Management experience is required
Proven experience building forecasts, staffing models and schedules in a multi-site environment
Strong understanding of contact centre metrics including service levels, occupancy, adherence, shrinkage, average handle time and forecasting accuracy
Advanced analytical and problem-solving skills with the ability to translate data into operational recommendations
Strong proficiency in Excel and workforce reporting tools
Ability to operate independently and successfully manage multiple workforce management functions simultaneously
Strong communication and stakeholder management skills
Experience supporting outsourced contact centre partners is considered an asset
Experience supporting customer service operations across Canada and the U.S. is considered an asset