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Title:  Senior Forecasting Analyst (North York, ON) - Tangerine

 

Requisition ID: 69441

 

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

 

Department Summary

Service and Sales is one the main avenues of non-technical contact for Canadians with Tangerine. Whether Clients choose to reach out by phone, email or chat, we are here to support their needs. The Contact Centre is located in Toronto and Moncton and has well over 300 employees collectively.

 

Our frontline Agents drive business forward by listening to what our Clients (and prospective) Clients need. This human element has been a key differentiator for Tangerine since the virtual doors opened and still is today.
 

Role Purpose

The Senior Forecasting Analyst is responsible for increasing operational efficiency, capacity and performance of the Contact Centres by forecasting contact volumes, handle times, service levels and other operational measures by year, week, month, day and interval. This will be accomplished by coordinating with Scheduling, Intraday, Reporting and Business Analysts in order to facilitate the identification of seasonality, trends and other patterns in the business. Complex models and reports will be developed leveraging a statistical and/or econometric approach. 
 

The Senior Forecasting Analyst will also be required to take a leadership role within the team and be a source of information relating to contact arrival patterns by business line, known Key Performance Indicators (KPI) for the Contact Centre Leadership team and be proactive to known risks to the business when it comes to excessive workload forecasts. The Senior Forecasting Analyst reports directly to the Manager of Workforce.
 

Role Accountabilities

  • Manages and is the primary resource for the National Contact Centres’ forecasting, which includes call volumes, handle times, service levels, shrinkage and other relevant workforce management measures by applying an applied statistics and/or econometric approach. Several practical applications of statistics methodology, such as Regression Analysis, Data Analysis, Time Series Analysis and Multivariate Regression should be leveraged.
  • Manage the day to day forecasting function in the Contact Centre and act as a lead for Analysts in the function. 
  • Develop various staffing forecasts (short and long term).
  • Analyze historical inbound and/or outbound contact patterns, performance, create short-term forecasts and explain deficiencies. Analyze the success or failure of business and project initiatives, from a Workforce Management and operational perspective.
  • Recommend how to maximize the use of Contact Centres’ staffing in order to meet operational objectives, as requested, by applying Workforce Management methodology and statistical expertise in order to accurately identify the appropriate staffing required to meet service level objectives.
  • Provide management and leadership team with regular reports and updates regarding historical performance, workload, and post-mortem analyses. Make recommendations and suggest corrective action when targets are not achieved.
  • Participate in the budget process and forecasting for the Contact Centres by providing staffing requirements, data analysis and relevant cost analysis reporting. Provide key input by forecasting call volumes by business line.
  • Serve as backup for other members of the Resource Planning team and will be familiar with their roles at a functional level.
  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk. 
  • Champions a high performance environment and contributes to an inclusive work environment.
  • Other duties as assigned.

 

Minimum Qualifications

  • Education/Experience
    • University or College Degree in Applied Statistics or equivalent in training and/or experience
    • 7-10 years of related work experience
    • Experience in a role within Workforce Management within a Contact Centre greater than 300 guests

 

  • Specialized Knowledge 
    • Advanced knowledge of Contact Centre strategies and Workforce Management software
    • Advanced knowledge of Workforce Management systems/processes
    • Strong understanding of ACD (Automated Call Distribution) systems
    • Strong understanding of Contact Centre operations, support and technology

 

  • Technical Skills 
    • Bilingualism English/French an asset
    • Highly proficient PC skills including Windows, Word and Excel
    • Highly proficient with Aspect tool and Avaya/CMS

 

  • Abilities 
    • Ability to communicate complex ideas to a variety of audiences and work well under pressure
    • Effective at managing multiple projects/tasks of varying complexities and meeting deadlines

 

  • Attributes 
    • Excellent communication (written and oral), presentation and analytical skills

 

Working Conditions

The Senior Forecasting Analyst will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.

 

Direct Reports

No.

 

Disability Accomodation

Tangerine will make reasonable accommodations for the known physical or mental disabilities of an otherwise qualified employee or applicant for employment, unless undue hardship to Tangerine would result. Any applicant or employee who requires accommodation in order to perform the essential functions of a job should contact Human Resources or his or her supervisor.
 

Managing Risk

All members of the Tangerine Team are responsible for managing risk and compliance within their departments. As such, employees should maintain and demonstrate the highest standards of integrity and ethical conduct in accordance with Tangerine policies, guidelines and directions.
 

Location(s):  Canada : Ontario : North York

 

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.


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