Programmer analyst • dieppe nb
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Is this role right for you?
In this role, you will:
• Monitor and manage national staffing levels, call volumes, service levels and off-phone activities in real time, and coordinate adjustments when actual results differ from the plan.
• Use historical, forecast and intraday data to identify trends, analyze variances and support proactive workforce decisions that help achieve key performance indicators.
• Monitor associate productivity, including average handle time and schedule adherence, identify sources of variance and initiate appropriate action when required.
• Implement and document real-time strategies when service levels or intraday performance are at risk, including adjustments to schedules, off-phone activities, exceptions and shift changes.
• Partner closely with Intraday Analysts, Workforce Management and Contact Centre leaders to coordinate activities, share feedback and maintain coverage across supported business units.
• Prepare daily service-level communications and operational reporting to support decision-making and improve efficiency.
• Develop strong expertise in Genesys Workforce Management, Genesys Pulse and Genesys BI, provide support to management, deliver Workforce Management introductions to new-hire classes, and contribute to special projects as required.
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
• A university or college degree, or equivalent work experience.
• Experience in a Call Centre environment; bilingualism in English and French is an asset.
• A high level of proficiency with Microsoft Excel, including the ability to work with data and reporting to complete daily workloads.
• Strong analytical, organizational and multitasking skills, with the ability to manage multiple assignments within realistic time frames and achieve desired results.
• A high degree of judgment and initiative, with the ability to respond effectively to changing priorities in a real-time operational environment.
Working Conditions:
The Intraday Analyst will be working in a traditional office environment and may be subject to special working conditions as needed by the business.
Other details:
• Location: 1234 Main St, Moncton, NB
• Hours of operation: Monday to Friday from 8:00 AM to 10:00 PM ET (9:00 AM to 11:00 PM AT), and weekends from 8:00 AM to 8:00 PM ET (9:00 AM to 9:00 PM AT).
• Working hours: 37.5 hours per week.
What's in it for you?
• In-depth training to prepare you for the role, as well as ongoing coaching and feedback to help you succeed!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work!
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.
*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)
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