WFM – RTA Job description

Summary of Duties:

The Workforce management / Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

Main Responsibilities:

• Manage the call volume, daily attendance and program break schedules
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, biweekly and monthly internal reports
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned
• Analytics on ticket data for automation / innovation proposals

 Skills and Qualifications:

• Lives GDL
• Demonstrate sound work ethic
• Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
• VBA macros an asset
• Experience with BI, Service Now and Genesys an asset
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Previous WFM at a Service Desk environment experience required 
• Previous Work Force Management experience is considered an asset

Personal Attributes:

• Ability to take initiative
• Flexible team player with a positive attitude
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Capable of managing multiple, simultaneous projects
• Must be friendly and professional with a positive attitude
• Organized with the ability to quickly and effectively adapt to change
• Excellent attendance record
• Able to communicate professionally - oral and written
• Problem solving skills