Breezeline
Analyst,WorkforceManagement
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Analyst, Workforce Management at Breezeline. Skills: Scheduling, Workforce management, Resource utilization. Produce weekly schedules. Analyze schedule metrics”
What You'll Achieve.
Deliver on campaign performance metrics; Hit targets related to call forecasting; Hit targets related to service level
Industry & Context.
Analytical skills; Resolve problems independently
Work rotating shifts, Work weekends, Work general holidays, Hours subject to change
What They're Looking For.
Must Have
3+ years experience in scheduling, Proficient in MS Office applications, Proficient in database management programs, Ability to multi-task, Manage concurrent projects, Flexibility with work hours, Work rotating shifts, Work weekends, Work general holidays
Nice to Have
Background in Contact Centre Management, Background in Workforce Management, Background in Aspect, Background in Five9, Understanding of call centre procedures, Understanding of call centre processes, Understanding of call centre technologies
What You'll Do.
Produce weekly schedules
Analyze schedule metrics
Identify course of action
Implement scheduling strategies
Complete weekly OTL-Workday interface
Ensure timecards submitted
Update Aspect and/or Evolia
Manage vacation selection
Manage vacation changes
Analyze vacation allotments
Attend scheduling meetings
Attend forecasting meetings
Support management with initiatives
Support management with projects
Analyze staffing changes
Analyze routing changes
Make recommendation to supervisor
How You'll Work.
Team & Collaboration
Workforce Management Supervisor; Workforce Management Director; Management team
Communication Scope
Professional demeanor; Tact; Diplomacy
Full Job Description
Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated. ## Time Type: Regular ## Job Description : _**About Our Company**_ Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are ‘ _Above And Beyonders,’_ who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers’ lives through connected and memorable experiences. As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA). **_POSITION SUMMARY:_** Plays a key role in scheduling and resource utilization to deliver on campaign performance metrics with regards to workforce management. **_KEY RESPONSIBILITIES_** ****Real-Time Intraday**** 1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM responsibility. 2- Critically evaluate schedules during creation and upon completion in all metrics for multiple lines of business - Forecast Variances, Service Level targets, AHT target variances, Staffing requirements, etc. 3- Identifies course of action or proposes solutions with supporting metrics relating to staffing deviations (Next day Extended Hours/Full day VTO, Schedule Adjustments etc.) 4- Collaborates with Workforce Management Supervisor and Director to implement scheduling strategies that are aimed at hitting targets related to call forecasting and service level. 5- Completes weekly OTL- Workday interface to ensure all agents under t
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