Aviso:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at www.aviso.ca.

The Opportunity:

We’re looking for a Workforce Analyst to join our Customer Service Experience, Workforce Management (WFM) team.

Reporting into the Senior Manager of Workforce Management the Workforce Analyst is responsible for performing essential duties on behalf of the company from your assigned Aviso office.

The Workforce Analyst is key to the success of Service Operations. Working closely with Service leaders, this role is responsible for scheduling agents to meet volume demands, including shift bids, time off requests and offline activities. As well, this role will assist with real-time monitoring of queues across multiple lines of business in order to meet KPI goals. This role requires strong relationship building and attention to detail to build and maintain trust and confidence in the Workforce Management team.

Who you are:

Service – You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

What your day looks like:

Scheduling

Manage schedules for 90-120 agents in an organization with multiple lines of business, multiple channels (phone, email, chat, etc.) and two languages (English and French)
Manage the shift bid process, balancing the needs of the business and the preferences of the agents
Manage time off requests, approving or denying requests based on coverage needs and employee balances
Schedule offline activities (meetings, trainings, etc.) to meet business needs and coverage requirements
Ensure schedules meet ESA requirements applicable to the agent’s province of employment (Ontario, British Columbia, Quebec), Aviso policies, and the standards of practice for the service department
Create and track headcount plans, identifying opportunities to leadership, working closely with HR and Managers to track agent movement
Provide coverage analysis to improve scheduling process, planned and after-the fact
Maintain the Calendar of Offline events
Document Workforce processes, procedures, and guidelines as needed
Present workforce procedures to new hires, maintaining training guides
Other scheduling needs, as required

Enabling System

Manage set up, profile configuration, and policies within the workforce enabling systems (Genesys – WFM, SharePoint, and any future system)
Create base schedules for each agent, managing changes to schedules based on employee movement, leave requests, and new hires
Manage the publication of schedules for each scheduling period
Configure and maintain agent skill assignments required for scheduling agents to meet the needs of the lines of business

Real Time Monitoring

Monitor phone volumes and staffing levels to recommend and make changes to schedules, queue assignments, and engage leaders in these changes, in order to meet service level targets
Monitor email and portal volumes to recommend and make changes to schedules, engaging leaders for qualitative guidance and support, in order to meet service level targets
Monitor real-time adherence and communicate exceptions/outliers to the management team
Communicate with agents and leaders in a fun, friendly, curious manner to create a warm and positive work environment that builds trust and respect

Your experience and skills:

5+ years’ experience in a contact center environment
2+ year(s) experience in a Workforce Management role
Proficiency in Microsoft Excel (advanced formulas, etc.), Outlook, PowerPoint
Experience using WFM tools (Genesys, Verint, Calabrio, AWS, Five9, etc.)
Excellent interpersonal skills with the ability to form lasting connections with employees at all levels that represent the workforce team in a positive and friendly manner to the rest of the organization
Strong self-management and time-management skills with the ability to work independently without supervision in a fast-paced environment
Team player, with a focus on supporting the team and company as a whole to achieve results in a constantly changing environment
Skilled at leveraging resources, asking for help when needed, communicating needs to your manager in a solutions-oriented way
Attention to detail with strong documentation and follow up skills
Stable and reliable internet access for working from home
Fluent communication skills in English are required and bilingual skills in French are an asset
Service focused, business oriented, and innovation driven

Aviso Wealth