Senior Analyst, Workforce Management

Requisition ID: 194384
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Job Summary:
The Senior Analyst, Workforce Management, in partnership with the WFM Manager and WFM Team is responsible for all workforce related activities which include but are not limited to short and long term scheduling and forecasting, Verint configuration and managing shrinkage.

Accountabilities:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Monitor and react to contact volume, absenteeism, operational factors.

• Investigate deviations from forecasts and service level deficits; communicate necessary actions to Senior Management.

• Utilize contingency plans (Lever Management) to influence service levels, improve resource utilization and reduce costs.

• Utilize CMS and Workforce Management reporting; develop customized tools to improve operational efficiency.

• Most of decisions will be made based on pre-defined criteria; however, some instances will require independent decision making with limited information and support.

• Works with Managers to plan and coordinate off phone events such as coaching sessions, town hall meetings and weekly huddles.

• Ensures inbound abandon rate of less than 5%.

• Analyze and report on historical data.

• Analyze, report and recommend solutions to both Managers and Senior Management on a regular basis.

• Provide recommendations on how to maximize the use of the business line staffing to achieve Key Performance Indicators and overall objectives of the unit.

• Drive change and continuous improvement within the business line resulting in capacity savings and cost reductions.

• Support new initiatives by providing reports and post-measurement to various stakeholders and business lines.

• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Ensure Verint system is optimally configured.

• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

• Champions a high-performance environment and contributes to an inclusive work environment.

Dimensions:

• Supports Canadian Banking Contact Center and/or Scotiahelps hubs.

• Accountabilities:

  • All Workforce related activities including but not limited to scheduling, long and short-term forecasting

    • Inbound Abandon Rates

    • Daily Reporting

• FTE Tracking

Education / Experience / Other Information (include only those that are specific to the role):

• Post-Secondary Education
• Must have Workforce experience (1 year+), Contact Centre and Analytical Expertise
• Strong technical aptitude and experience working with reporting software, tools and database creation to derive business insight and drive customer value;
• Effective communication skills to deal with various departments and levels of management
• Strong analytical ability and problem-solving skills
• Bilingualism in French or Spanish will be considered as an asset.
• Ability to make quick decisions on limited information, with limited support
• Ability to multi task, manage various environments simultaneously and prioritize multiple urgent issues on an ongoing basis
• Strong influencing, negotiation and persuasion skills when communicating decisions to Management.
• Strong ability to manage a high level of detail, data and information and integrate it into operations and solutions consistent with Bank strategies and objectives;
• Work well under pressure
• Strong knowledge of MS Excel
• Thorough knowledge of MS Office Suite, IVRs, Avaya CMS Supervisor, Aspect EWFM, Verint, IEX, Genesys

Working Conditions:

• Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically may be required. Must be available to cover all HOO.

• Position Status: Full Time - Permanent, 37.5 hours per week.

• Start date: ASAP

• Location: 888 Birchmount Road Scarborough

• Working hours: Must be flexible to work with in business hours, 7 am- 10 pm EST from Monday - Friday and 8 am - 6 pm EST on Saturday.

Location(s): Canada : Ontario : Toronto
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.