Management analyst Jobs in North York, ON
- Promoted
- New!
Workforce Management Analyst
Finance Professionals Inc.Toronto, ON, Canada
Category Management Analyst
CA09 Labatt Brewing Company LimitedToronto, Ontario- Promoted
Business Information Management Analyst
freelance.caToronto, Canada- Promoted
Data Analyst Wealth Management
Recrute ActionToronto, Ontario, Canada
Analyst, Portfolio Management
La Salle UniversityToronto, ON
Analyst, Portfolio Management
BentallGreenOakToronto, ON MJB, CA
management analyst
KDigitalLabs INCToronto, ON, CA- Promoted
Senior Asset Management Analyst
Nolan LivingToronto, ON, Canada- Promoted
){kind=logo}
Senior IT Vendor Management Analyst
Quantum Technology Recruiting Inc. (QTR)Toronto, ON, Canada
Information Management Analyst
OSCCA ON Toronto- Promoted
Hybrid Developer / Business Analyst / Data Management
AstekToronto, ON, Canada
Analyst, Asset Management
Crestpoint Real Estate InvestmentsToronto, Ontario- Promoted
- New!
Business Analyst - Liquidity Management
Intelliswift SoftwareToronto, ON, Canada
Incident Management Analyst
BMOToronto, Ontario, Canada- Promoted
){kind=logo}
Software Configuration Management Analyst
Morson Talent (Canada & USA)North York, ON, Canada- Promoted
Vulnerability Management Analyst
CAEToronto
Analyst, Revenue Management
ApotexNorth York, ON
Program Management Analyst
Cynet SystemsMarkham, ONWorkforce Management Analyst
Finance Professionals Inc.Toronto, ON, Canada- Full-time
Location Address : Hybrid –Scarborough, ON – 3 days / week (TBD which days)
Contract Duration : Until 10 / 31 / 2025
Typical Day in Role :
1. Proactively strives to provide recommendations and strategies to reduce and mitigate customer abandonment rates through efficient scheduling.
2. Manage all scheduling aspects of the Contact Centres (Centre of focus as well as those supported).
- Manage time off requests at a national level, considering impact and informing Management of potential service level impacts.
- Produce schedules for 1500+ Customer Service Officers on a weekly basis.
- Manage weekly meeting scheduling for all teams / depts
3. Manage / maintain / update / evolve the Contact Centre database to improve performance and identify trends; includes ensuring call recording and adherence functions are consistently maintained.
4. Ensure the accuracy of schedules for the Contact Centres (Centre of focus as well as those supported).
5. Communicate results to Contact Centre management team on a monthly basis (or ad hoc as needed).
6. Provide business partners with potential solutions to typical challenges encountered in a contact centre environment : seating, call routing, scheduling, results reporting, etc.
The incumbent operates within a 24 / 7 Contact Centre environment. Daily interactions are constant via email and telephone, which results in restricted mobility. The incumbent is regularly interacting with CCC Management which results in high sensory attention for extended periods of time. The incumbent spends upwards of seven hours per day working on a PC. The position is subject to unpredictable work volumes. There is the potential for dealing with time-sensitive system related crises. Overtime may be required during peak seasonal periods.
Candidate Requirements / Must Have Skills :
1) 3+ years’ experience in workforce management
2) 2+ years’ experience with analysis
3) Experience working in a high-volume environment
4) Experience with MS tools : Excel (intermediate proficiency), PowerPoint (beginner proficiency)
Nice-To-Have Skills :
1) 2+ years in a contact centre industry environment and experience working with workforce management tools
2) Experience with Verint scheduling tool