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Metergy Solutions
Metergy Solutions
51 – 200 Angajați
ConstrucțiiConsultanțăLogistică
Metergy Solutions furnizează servicii de subcontorizare a utilităților pentru administratori de proprietăți și dezvoltatori. Soluțiile sale măsoară consumul de energie electrică, apă, gaz și energie termică, ajutând operatorii clădirilor să gestioneze costurile utilităților și oferindu-le locatarilor o imagine mai clară asupra consumului propriu. Abordarea companiei sprijină operarea mai eficientă a clădirilor și asigură o experiență mai fluidă atât pentru echipele de administrare a proprietăților, cât și pentru ocupanți.
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Workforce Management Analyst

Lead forecasting, scheduling and reporting for Metergy Solutions’ utility submetering customer service operations. Support teams across Canada and the U.S.

CACanada
75.000 $ – 90.000 $ / an
HibridNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăAnalist de afaceri

Descriere

  • 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.

Cerințe

  • 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.

Beneficii

  • 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.

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