Title:  Senior Analyst, Workforce Management

The Senior Analyst, Workforce Management, in partnership with the WFM Manager and WFM Team is responsible for all workforce related activities which include but are not limited to short and long term scheduling and forecasting, Verint configuration and managing shrinkage. They support Toronto, Ottawa, DR and Bogota ScotiaHelps Hub(s) (400+ FTE Combined), track FTE, inbound abandon rates and provide daily reporting as well as BAU shared inbox team duties.

Is this role right for you? In this role you will:

• Monitor and react to contact volume, absenteeism, operational factors.
• Investigate deviations from forecasts and service level deficits; communicate necessary actions to Senior Management.
• Works with Managers to plan and coordinate off phone events such as coaching sessions, town hall meetings and weekly huddles.
• Utilize contingency plans (Lever Management) to influence service levels, improve resource utilization and reduce costs.
• Utilize CMS and Workforce Management reporting; develop customized tools to improve operational efficiency.
• Ensure Verint system is optimally configured.
• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Most decisions will be made based on pre-defined criteria; however, some instances will require independent decision making with limited information and support.
• Ensures inbound abandon rate of less than 5%.
• Analyze and report on historical data.
• Analyze, report and recommend solutions to both Managers and Senior Management on a regular basis.
• Support new initiatives by providing reports and post-measurement to various stakeholders and business lines. 
• Provide recommendations on how to maximize the use of the business line staffing to achieve Key Performance Indicators and overall objectives of the unit.
• Drive change and continuous improvement within the business line resulting in capacity savings and cost reductions.
• 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.

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
• Must have Workforce experience (1 year+), Contact Centre and Analytical Expertise
• Strong technical aptitude and experience working with reporting software, tools and database creation to derive business insight and drive customer value.
• Effective communication skills to deal with various departments and levels of management
• Strong analytical ability and problem-solving skills
• Ability to make quick decisions on limited information, with limited support
• Ability to multitask, manage various environments simultaneously and prioritize multiple urgent issues on an ongoing basis
• Strong influencing, negotiation and persuasion skills when communicating decisions to Management.
• Strong ability to manage a high level of detail, data and information and integrate it into operations and solutions consistent with Bank strategies and objectives.
• Work well under pressure
• Strong knowledge of MS Excel
• Thorough knowledge of MS Office Suite, IVRs, Avaya CMS Supervisor, Aspect EWFM, Verint, IEX, Genesys

Some more information you might need to know: 

• Work in a standard office-based environment.
• Working hours: Shift is 37.5 hours per week, Business hours will be between Monday - Friday from  7 am - 10 pm EST, Saturday from 8 am - 6 pm EST
• Location: Location: 1870 Alta Vista Drive, Ottawa OR 2201 Eglinton Avenue East, Scarborough