Senior Workforce Analyst
Assurant
full-time
Posted on:
Location Type: Remote
Location: Canada
Visit company websiteExplore more
Salary
💰 CA$49,600 - CA$82,100 per year
Job Level
About the role
- Serve as main point of contact to maximize service level success across the enterprise
- Analyzes intraday and historical performance to respond/plan appropriately across the enterprise
- Monitor and analyze enterprise SLAs and staffing levels, making recommendations to ensure client goals are met
- Partner with vendor managers to communicate and escalate any staffing issues
- Accurately analyze and communicate issues related to BCP events and systems outages
- Identify, coordinate, and communicate overtime and VTO recommendations
- Recommend and adjust staffing levels through overtime, VTO, and/or skilling recommendations
Requirements
- High School Diploma or GED
- 3+ years experience in a contact center leadership role and/or 3 years experience in a WFM or WFM related role
- 3+ years of experience in a multi-site/multi-channel environment
- Proficient with Excel
- Experience using MS Office (Word, Outlook, etc.)
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ExcelMS Office
Soft Skills
communicationanalysisrecommendationcoordination
Certifications
High School DiplomaGED