Requisition ID: 244981

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Analyst, Reporting and Intraday Management is responsible for proactively monitoring, analyzing and reporting performance on iTRADE Contact Centre (CC) to achieve the optimal balance of organizational goals and customer experience. He / she is accountable for analyzing and auditing the short-term scheduling, agent off phone activities, proactively coordination of resources, intraday management processes, and reporting findings.

The incumbent is responsible for Contact Centre scheduling including off phone activities, developing and maintaining reports, analyses to support the Contact Centre’s strategic priorities as required by the business, monitoring call queues & agent activities, reviewing intraday/weekly gaps in operation, and maintenance of Contact Centre agent profiles. These reports/analyses provide insight and recommendations to achieve greater operational efficiency and cost effectiveness.  The incumbent will be the first to identify deviations from our forecasts, determine root cause(s) and offer recommended solutions. 

The Analyst, Reporting and Intraday Management tracks and provides critical contact center performance information. This position performs high-level, in-depth tasks and analysis needed to monitor performance, achieve performance goals and drive continuous improvement. This position requires a strong dedication to detail, the ability to meet deadlines and expert level knowledge of iTRADE Contact Centre operations, Workforce Management principles and technology.

Major Accountabilities:

1. Accountable for scheduling and intraday tactical queue management at the Contact Centre

• • Providing ongoing Contact Centre operational analysis, advance long term and short term planning and scheduling while identifying and implementing changes as necessary to improve the service level and efficiency as measure by key business indicators
  • Monitor critical business operations and performance indicators at an interval level in real time, call volumes, average handle times, queue wait time, call centre agent availability, and contact center service level adherence
  • Responsible for maintaining and updating agent profiles on WFM platform and to ensure they are in the right campaign and have the proper skillsets on their profile
  • Proactively re-deploy resources to the area that are performing below our target intraday to balance service level on all channels and queues
  • Review, and make decision for same day or non-same day, unplanned, off-phone requests including time-off requests
  • Monitor intra-day scheduling forecast compared to actual volumes and make adjustments throughout the day, as required
  • Monitor market or business events for crisis situations that may impact the CC inbound volume, gather information on those events, coordinate resources to maintain service level, and run impact report
  • Conduct trend analysis of call volumes and aware of business activities to anticipate and recommend changes in daily, mid, and long term strategy
  • Analyze forecasted data and compare it to actual data on a daily basis to identify any areas of concern
  • Support “adhoc” reporting request from Senior Management

2. Accountable to deliver reporting centered on uncovering deviations to long term forecasting and recruitment plans. 

• • Monitors and analyzes intra- and inter-day activity and recommends adjustments as needed to ensure optimal productivity and efficiency.
  • Assesses the effectiveness and efficiency of workforce processes and provides feedback and recommendations to drive continuous improvement.
  • Assists with analysis of existing service level key performance metrics and makes recommendations for improving workforce efficiencies.

3. Creates and administers a reporting suite that delivers comprehensive data and robust analysis of contact centre metrics for a large audience.

• • Implements a Report à Analyze à Recommend model to add value and insight to existing reporting.
  • Utilizes technology and report automation to reduce work effort and costs and improve accessibility.
  • Oversees and tracks report generation and delivery requirements / timelines to ensure adherence to these commitments. Uncovers need and creates new actionable reporting to build on the existing suite of reports. Surveys the end user to assess report value and need to improve the information provided and mode of delivery.

   4. Proactively strives to provide recommendations and strategies to reduce and mitigate customer effort by improving agent availability with efficient intraday planning.

   5. Administers all WFM applications, reporting suites, delivery schedules and user lists.

Education/Experience/Designations:

• Exceptional analytical and organizational skills
• Contact Centre industry with experience in Workforce Management is an asset
• Strong mathematical and computer background: extensive knowledge of MS Excel (as well as other Microsoft Suite applications) and VBA is required.  Knowledge of Power BI and SharePoint is an asset.
• Capable of setting and meeting realistic time frames and completing assignments and achieving results. 
• Capable of operating independently with minimal direction while keeping the management team informed of variances to plan, potential problems and or sensitive issues.
• Comfortable in a fast paced production environment.
• Strong sense of urgency, able to work autonomously as well as collaborate with internal and external partners.
• Intense attention to detail, initiative and flexibility.
• Strong technical aptitude and experience working with reporting software, tools and database creation.
• Exceptional interpersonal and communication skills, both written and oral, with demonstrated expertise in interacting effectively with all levels of management.
  
  

Working Conditions:

• Standard office environment
• Daily interactions are constant via email, Teams and telephone, which results in restricted mobility
• The incumbent is regularly interacting with CCC Management which results in high sensory attention for extended periods of time
• Fast pace and at time demanding working environment. Unplanned problems, immediate ad-hoc requests and tight deadlines contribute to stress
• The position is subject to unpredictable work volumes.  There is the potential for dealing with time-sensitive system related crises.   Overtime may be required during peak seasonal periods to deal with

Working Conditions: Toronto or Montreal

Location(s):  Canada : Ontario : Toronto 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.