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ERIC YOUNG ASSOCIATES is a Division of Tele-Centre Assist Inc.
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Workforce - Business Analyst II (Operational Planning)
RC02a
Telecom
Regular Business Hours
Contact Center - Business Analysis
Manager, Business Analysis
$54,000 - $68,000
Burnaby BC
NA
3 Weeks
NA
ERIC YOUNG ASSOCIATES®, a division of Tele-Centre Assist Inc is a results driven organization focused on implementing sustainable sales growth or contact center optimization.
Working with Fortune 500 companies across the continent, we focus on enterprise-wide Sales and Customer Service activity. Our firm offers a staffing service as just one part of our specialized focus. We have earned a reputation as being the definitive source for qualified Sales, Call Center and Telecom professionals.
OVERVIEW:
Reporting to the Manager – Business Analysis in Client Experience Resource Planning & Optimization this role is responsible for the creation of dealing unit forecasts and operational plans in a call centre environment that manages more than 40 million client interactions a year.
The successful candidate will provide analysis and guidance regarding impacts that projects, marketing activities, attrition and client behaviour changes have in the amount of client interactions our call centres manage on a daily basis at a dealing unit level.
PRINCIPAL ACTIVITIES:
- Appropriately forecasts and accounts for changes in contact volumes due to growth, seasonal variations and predicted events that impact the customer experience for a specific dealing unit
- Interfaces with internal stakeholders to capture and model project impacts on contact volume forecast
- Determine the FTE required to support service levels and build a plan to meet the FTE requirements
- Presents forecasting, FTE plans and findings to senior leadership team
- Builds effective working relationships with internal / external partners
REQUIRED KNOWLEDGE:
- Demonstrated skills in capacity planning fundamentals
- Knowledge and experience in a workforce management environment
- Strong knowledge of call centre metrics
POSITION QUALIFICATIONS:
- Excellent written and communication skills with the ability to present information at all levels of the organization
- Strong analytical abilities to provide develop strategies based on historical and current data
- Strategic thinker
- Advanced Microsoft Office ability (especially MS Excel)
- Demonstrated ability to work with peers in a cross-functional setting
- Highly motivated, creative, self-sufficient with ability to work successfully under pressure
- Passion for excellence, strong work ethic and solutions-oriented
- Fast learner with an entrepreneurial spirit
- Creativity and problem solving ability to overcome unexpected obstacles
- Ability to drive self-directed initiatives – proactively identify when it’s necessary to take certain steps and move ahead with confidence
- The ability to build a collaborative environment that utilizes the ‘fair process’ approach to solution building with team and partners
EDUCATION & CERTIFICATIONS:
- Post secondary degree in business management, finance or a related field preferred
- Training and certification with forecasting and related software packages
REQUIRED EXPERIENCE:
- Minimum 1-3 years forecasting experience
- Experience working in fast-paced, continually changing environments
CORORATE VALUES:
A Telecommunication company that embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviours that are reflective of our values:
- We embrace change and initiate opportunity
- We have a passion for growth
- We believe in spirited teamwork
- We have the courage to innovate
- Committed to diversity and equitable access to employment opportunities based on ability.
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416.498.9440
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