- Recherche d'emploi
- Brossard, QC
- call center
Call center Offres d'emploi - Brossard, QC
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Call center • brossard qc
Analyste principal.e, Gestion des effectifs – Centre d’appels
Fairstone BankMontreal, Quebec- Offre sponsorisée
Bilingual Customer Service / Call Center
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Randstad CanadaMontréal, Quebec, CAAnalyste principal.e, Gestion des effectifs – Centre d’appels
Fairstone BankMontreal, QuebecAt Fairstone, our culture is built on strong values and leadership principles that define the expectations we have for working together and with our customers. We help Canadians find the right solution to meet their needs with a variety of products and services. Our values and principles guide the actions we take to ensure our customers get the best experience possible.
Be part of our talented and growing team! We are currently looking for a Senior Analyst, Contact Center Workforce Management to join our team, reporting to the Senior Director, Improvement of Operational Processes.
As a Senior Analyst, Contact Center Workforce Management, you will provide ongoing operational analysis, advanced planning, and scheduling to ensure optimal staffing levels, meet service level objectives, and improve overall efficiency within our call center operations. You will collaborate with senior management to forecast call volumes, project staffing needs, and manage budgetary expenses.
WHY JOIN US?
BECAUSE WE ARE PROUD TO BE One of Montreal's Top Employers for 2024 for the fourth consecutive year by the editors of
WE OFFER :
- Work-Life Balance : Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance.
- Wellness : Tailored well-being solutions available 24 / 7.
- Development : Access to Fairstone Academy for comprehensive training and skill development.
WHAT WILL YOU WORK ON?
Conduct ongoing analysis of call center operations to identify opportunities for improvement.
Develop agent schedules to effectively manage contact volumes and meet service level targets.
Manage and optimize staffing levels using Verint WFM software to meet multi-system service level objectives.
Collaborate with senior management to accurately forecast call volumes and analyze historical data.
Analyze call center performance history to establish goals for shrinkage, adherence, and occupancy.
Forecast short-term and long-term call volume expectations.
COQC
WHO ARE WE LOOKING FOR
We are honored to be recognized for offering a best-in-class workplace, incentives, and initiatives to our dedicated employees who have helped build Fairstone into an employer of choice.
WE ARE PROUD TO BE : Montreal's Top Employers 2024 by Canada’s Top 100 Employers!
Learn more :