Workforce Management Intraday Analyst

We’re looking for a Workforce Management Intraday Analyst to help us monitor and report on service levels and staffing interval requirements and statistical performance.  This role will monitor real time production activities for Hootsuite’s Customer Support team globally.  Working closely with our Workforce Management Analyst you will support in creating volume forecasts, determine staff requirements, administer production staff user profiles and skill sets. You’ll be working within the Customer Support operations leadership team to ensure that staffing levels are consistent on a day-to-day basis, prepare daily real-time and historical reporting that aligns service deliverable commitments.

WHAT YOU’LL DO:

• Monitor daily customer traffic across support channels and adjust staffing as needed to maintain smooth coverage during peak volumes and seasonal shifts. Monitor production team members schedule and work states to ensure adherence and identify any non-adherent activities to be addressed.
• Administer workgroup queue assignments based on skill set, language and defined coverage models.
• Create and maintain production schedules and administer updates based on unplanned/planned shrinkage.
• Prepare and disseminate timely and accurate intraday and historical performance and staffing reports to operations management and internal stakeholders.
• Support in carrying out root-cause analysis to determine and quantify reasons for SLA’s not met and/or forecast variance(s).
• Inform the operational management team so that decisions can be made regarding overtime, vacation and non-production activities.
• Assist the leadership team in creating  proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
• Perform other related duties as assigned. 

WHAT YOU’LL NEED:

• Up to 2  years of workforce forecasting and scheduling experience in a contact center environment.
• Bachelor’s degree in a related field.
• Previous experience working with workforce management technologies preferred - Playvox (AgyleTime), NICE WFM, Genesys Cloud CX, Calabrio ONE, Verint WFM
• Experience using Zendesk, Salesforce Service Cloud, Amazon Connect Customer, Google Suite (Docs, Sheets, Slides), and AI based platforms.
• Advanced proficiency in spreadsheet software; contact center reporting and metrics preferred.
• Analytical Skills: Experience developing and analyzing various reports to support business cases.
• Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
• Priority Setting: Focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions.
• Problem Solving: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.

WHO YOU ARE:

• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.

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Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

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Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

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