Workforce Planning Analyst

If you are looking to join a dynamic, professional team and work environment related to finances, Computershare's National Client Contact Centre has a place for you!  Represented in all major financial markets and with more than 14,000 employees worldwide, Computershare is a global market leader in transfer agency and share registration, employee equity plans, proxy solicitation and stakeholder communications, and specialize in a range of other diversified financial and governance services.

The Workforce Planning Analyst role is directly linked to the business strategy and overall National Client Contact Centre (NCCC) department objective of maximizing the customer contact experience through the effective use of existing contact channels and ensuring that the Contact Centre has the “right number of people, with the right skills, at the right time”.  Reporting to the General Manager, National Client Contact Centre (NCCC), the primary function of the Workforce Planning Analyst role is to assist in the maximization of the performance of all contact channels through the analysis of call volumes and attrition.

Major responsibilities: 

Scheduling:

• Coordination of National Client Contact Centre (NCCC) staff schedules and training.  Enter, maintain & adjust daily schedule details of new and existing agents.
• Utilize existing forecasts as the basis for scheduling activities and maintaining rosters.
• Real time queue management and establish traffic monitoring practices to facilitate effective and timely adjustments as required.
• Adjust individual skill sets and training levels to ensure that skills-based scheduling of resources is maximised to meet all business requirements during operational times.
• Assist with maintenance of telephony queue /DNIS/VDN information as well as Workflow transactional queue administration– including related skills based information at the agent level.
• Analyse resource planning trends to optimize resource planning for National Client Contact Centre (NCCC).
• Consolidate intraday, daily, weekly, monthly and ad hoc reports, providing trend analysis, service level and continuous improvement opportunities.

Forecasting:

• Analyse the incoming and outgoing customer contact channel (telephone, email, web and transactions) volumes to establish trends and staffing requirements.
• Identify peaks and troughs at annual, quarterly, monthly, weekly, daily and intra daily intervals and adjust resourcing requirements as appropriate.
• Liaise with all relevant business segments to understand potential events that will/may impact customer contact cycles.
• Make recommendations of recruitment requirements.
• Preparation of annual volume, staffing forecasts and monthly variance reporting for budgeting and transfer pricing purposes.

Required Skills and Experience:

• Minimum two (2) years workforce planning, forecasting and analysis experience or five (5) years related experience and/or training; or equivalent combination of education and experience;
• Minimum one (1) year of call centre and back office processing exposure;
• University degree in Finance, Engineering, Computer Science or Mathematical discipline (e.g. Commerce, Finance, Business Administration, etc.) preferred;
• Experience using Workforce Management software (i.e. InVision iWFM), an asset;
• Knowledge of workforce planning concepts and procedures;
• Intermediate knowledge of MS Office applications is required (Word, Excel, PowerPoint, Access and Outlook);
• Excellent communication skills, in French and English, oral and written.

At Computershare we invite you to share our vision and our commitment to excellence in everything that we do. Our people are entrepreneurial and innovative and serve our clients with precision and reliability because they count on us to deliver, every time.

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