Senior Analyst, Contact Center Workforce Management

At 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.

WHAT WILL YOU WORK ON?

• Operational Analysis & Improvement:
  • Conduct ongoing analysis of call center operations to identify opportunities for improvement.
  • Implement necessary changes to enhance quality and efficiency, measured by key business indicators (e.g., cost per call, cost per member, service level, occupancy).
• Scheduling & Planning:
  • Develop agent schedules to effectively manage contact volumes and meet service level targets.
  • Utilize Verint WFM software to determine optimal staffing requirements and work schedules.
• Staffing Management:
  • Manage and optimize staffing levels using Verint WFM software to meet multi-system service level objectives.
  • Forecast staffing needs for multiple call center teams to ensure consistent service levels.
• Forecasting & Budgeting:
  • Collaborate with senior management to accurately forecast call volumes and analyze historical data.
  • Assist in projecting budgetary expenses, determining future costs, and planning training schedules for new hires.
• Performance Analysis:
  • Analyze call center performance history to establish goals for shrinkage, adherence, and occupancy.
  • Determine optimal off-production activities to balance efficiency and agent well-being.
• Long-term Staffing Projections:
  • Forecast short-term and long-term call volume expectations.
  • Project staffing requirements to meet service levels, ensuring adequate coverage and responsiveness.

WHO ARE WE LOOKING FOR

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Bilingual (French and English)
• 3-5 years of experience in workforce management within a call center environment.
• Proven experience using Verint WFM software is required.
• Strong analytical skills with the ability to interpret data and provide actionable insights.
• Excellent organizational and planning abilities.
• Ability to work independently and collaboratively with senior management and call center teams.
• Proficiency in forecasting and scheduling, with a deep understanding of call center metrics.

Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.

Time Type: Full time Job Type: Temporary (Fixed Term)