Title:  Scheduling Analyst

Requisition ID: 259693 

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

What you will be doing:
 
You will be responsible for developing strategic long and short range workforce plans, focusing on the production of schedules in accordance with call volume forecasts, average handling time, as well as other indicators, to ensure service level and productivity goals are met. You will translate operational strategies into schedules that ensure the provision of sufficient resources across sites and skill sets to meet customer demand while balancing the needs of the staff.  You will have accountability for the centralized employee work pattern function and non-phone times, leveraging best in class processes to identify the best fit for the each Contact Centre / business line.
You will liaise with Client Experience Centre Operations, Facilitation, as well as Scheduling peers globally to increase the accuracy of FTE and seating requirements for the CEC. You will be required to complete scenario based modeling to assist management with proactive strategic plans and decisions. You must design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input variables including call volume, AHT, load factors, service level agreement, etc. From time to time, you may be asked to assist with ad hoc sizing of marketing and one-time events.  
 
Is this role right for you? In this role, you will:

• Proactively strives to provide recommendations and strategies to reduce and mitigate customer abandonment rates through efficient scheduling.  
• Manage all scheduling aspects of the Client Experience Centres (Centre of focus as well as those supported).
  •    Manage time off requests at a national level, considering impact and informing Management of potential service level impacts.
  •    Produce schedules for 500+ Customer Service Officers on a weekly basis. 
  •    Manage weekly meeting scheduling for all teams/depts
• Manage/maintain/update/evolve the Contact Centre database to improve performance and identify trends; includes ensuring call recording and adherence functions are consistently maintained. 
• Ensure the accuracy of schedules for the Client Experience Centres (Centre of focus as well as those supported).
  • Produce weekly schedules (three weeks prior to execution).
  • Manage time off requests by time of day, language and skill.
  • Determine FTE requirements for customer service representatives given monthly call volume forecast (using simulation tools e.g. Erlang C, Verint / Impact 360, etc.) for each area of activity.
  • Adjudicate shift change requests based on business needs and real estate constraints; provide recommendations to Management. 
• Communicate results to Client Experience Centre management team on a monthly basis (or ad hoc as needed).  
• Provide business partners with potential solutions to typical challenges encountered in a contact centre environment: seating, call routing, scheduling, results reporting, etc. 

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• Post secondary education is essential
• Exceptional analytical skills
• Previous experience with Gensis and Power BI reporting
• 2+ years in a contact centre industry with extensive experience working with workforce management tools
• 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

Strong organizational skills
 

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove, and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.  
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.  
• Competitive Rewards program including bonus, flexible vacation, personal, sick days, and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more! 

Location(s):  Canada : Ontario : Scarborough || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa 

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.