We are looking for a rigorous and analytical Analyst, Performance and Workforce Planning to support the performance of our customer contact center. You will contribute to resource planning, data analysis and operations optimization to ensure an efficient and smooth customer experience.

If you like working with data and working in a dynamic and collaborative environment, this position is for you!

 

Your day-to-day work as an analyst, performance and workforce planning

• Predict volumes of customer interactions to ensure optimal resource planning;
• Plan schedules, breaks, vacations and training according to operational needs;
• Ensure real-time monitoring of operations and adjust staffing according to unforeseen events;
• Administer and optimize Genesys (profiles, skills, queues and access);
• Produce and analyze the Customer Contact Center's dashboards and performance indicators;
• Analyze data to identify trends, gaps and opportunities for improvement;
• Contribute to the continuous improvement of planning processes and methods;
• Collaborate with teams to ensure efficient operations and recommend areas for optimization.

 

Your benefits as a workforce analyst, performance and planning

• A competitive holiday programme;
• A hybrid and flexible way of working;
• A full range of benefits: group RRSP, group insurance, corporate discounts;
• A gym to work out;
• The opportunity to contribute to the structuring and evolution of a growing customer contact center;
• A collaborative environment where ideas and continuous improvement are valued;
• A committed, accessible team oriented towards collective success.

 

Will you be our next Performance & Workforce Planning Analyst?

• You have a bachelor's degree in administration, finance or a related field;
• You have between 5 and 8 years of experience in a similar role in a customer contact center;
• You are proficient in the Microsoft Office suite, particularly Excel at the intermediate to advanced level;
• You are comfortable with analyzing data from different sources;
• You have experience in workforce planning, operational analysis or real-time monitoring;
• You are familiar with Workforce Management tools;
• You have knowledge of Genesys Cloud and/or Power BI (asset);
• You have a very good command of French, both oral and written, and have functional English;
• You stand out for your rigor, your sense of organization and your analytical skills;
• You are recognized for your team spirit, your autonomy and your ease in collaborating with several stakeholders.

 

Want to play a key role in the performance and optimization of our customer operations? Apply directly online and become our next Performance & Workforce Planning Analyst.

 

The title displayed may differ from the one used internally to reflect a commonly used title in the market.