Senior Business Analyst
BC Energy RegulatorConnect technology solutions with organizational strategy at British Columbia’s energy regulator. Lead systems analysis, project delivery, data modeling, and improvements to regulatory technology.
खोलें
Metergy Solutions संपत्ति प्रबंधकों और डेवलपर्स को यूटिलिटी सबमीटरिंग सेवाएँ प्रदान करती है। इसके समाधान बिजली, पानी, गैस और थर्मल ऊर्जा के उपयोग को मापते हैं, जिससे भवन संचालकों को यूटिलिटी लागतों का प्रबंधन करने में मदद मिलती है और निवासियों को अपनी खपत की अधिक स्पष्ट जानकारी मिलती है। कंपनी का दृष्टिकोण भवन संचालन को अधिक कुशल बनाने के साथ-साथ संपत्ति टीमों और निवासियों, दोनों के अनुभव को बेहतर बनाने में सहायक है।
Workforce Management Analyst
Lead forecasting, scheduling and reporting for Metergy Solutions’ utility submetering customer service operations. Support teams across Canada and the U.S.
कनाडा$75,000 – $90,000 / वर्ष
हाइब्रिडपूर्णकालिकमध्य स्तरवरिष्ठआवश्यक भाषा: अंग्रेज़ीव्यवसाय विश्लेषकविवरण
- Oversee workforce management across customer service operations in Canada and the U.S.
- Create short-, medium- and long-range forecasts from historical data, growth assumptions, operational trends and business drivers.
- Plan staffing and capacity to match customer demand, service objectives and business needs.
- Build and maintain schedules for internal locations and outsourced partners.
- Monitor intraday performance and adjust staffing as conditions shift.
- Assess workforce results across service levels, occupancy, adherence, shrinkage, handle times and forecast accuracy.
- Prepare workforce management reports on daily, weekly, monthly, quarterly and annual cycles.
- Surface trends, risks and opportunities, and recommend actions to leadership.
- Use Genesys Workforce Management tools to strengthen forecasting, scheduling and operational performance.
- Work with Service leaders on hiring plans, onboarding schedules, training and operational projects.
- Share workforce insights to inform continuous improvement efforts.
- Serve as the lead expert on workforce planning, forecasting, scheduling and reporting.
- Manage the full workforce management lifecycle and inform operational decisions.
आवश्यकताएँ
- At least five years of workforce management experience in a contact centre.
- Expertise in forecasting, capacity planning, scheduling, intraday management, workforce reporting and analytics, and business analysis.
- Advanced experience with Genesys Workforce Management.
- Experience developing forecasts, staffing models and schedules across multiple sites.
- Understanding of contact centre measures such as service levels, occupancy, adherence, shrinkage, average handle time and forecast accuracy.
- Strong analytical and problem-solving ability, including turning data into operational recommendations.
- Advanced Excel skills and proficiency with workforce reporting tools.
- Ability to work independently and manage several workforce management functions at once.
- Strong communication and stakeholder management skills.
- Experience supporting outsourced contact centre partners is an asset.
- Experience supporting customer service operations in Canada and the U.S. is an asset.
लाभ
- Company-paid health and dental coverage starting on the first day.
- Company-funded health spending account.
- Deferred Profit Sharing Plan and RRSP matching to support retirement savings.
- Support for ongoing learning.
- Paid personal and sick days in addition to vacation.
- Summer hours.
- Company-sponsored social events and more.
- Discretionary bonus.
संबंधित नौकरियाँ
Senior Business Analyst
BenevaDevelop business cases, define requirements, and model BPMN processes at Beneva, a provider of insurance and financial services. Partner with stakeholders on solution delivery, quality assurance, change management, and business decisions.
खोलें
Business Analyst, Business Strategy
DesjardinsAt Desjardins, develop business intelligence, process models, and transformation solutions. Analyze complex initiatives and stakeholder needs, and support testing, rollout, and change management.
खोलें
Business Analyst, Business Strategy
DesjardinsDevelop business intelligence, processes, and solutions at Desjardins. Contribute to major transformation initiatives, from analysis and testing to rollout and change management.
खोलें
Business Analyst, SAP Supply Chain Management
Government of Albertaकनाडा$76,613 – $1,00,492 / वर्ष
हाइब्रिडपूर्णकालिकजूनियरमध्य स्तरआवश्यक भाषा: अंग्रेज़ीव्यवसाय विश्लेषकSupport the Government of Alberta’s 1GX ERP supply chain systems, translating business needs into SAP solutions. The role spans upgrades, testing, release delivery, and production support.
खोलें