Forecast Analyst

We’re looking for a Forecast Analyst! Reach out if you’re interested and feel free to refer friends/colleagues!

Type of Employment: Contract
Title: Forecast  Analyst
Term: 12-month Contract
Location: Remote for now – Toronto
Job ID number: C1382

Brief description of duties:

The Workforce Controller (WFM) is responsible for the operational planning efforts inclusive of capacity planning, forecasting, scheduling, intraday, performance analysis, and crisis management for the SBIS and CDS contact centers (National). This role will be accountable to drive effective workforce management practices and continual business improvements that will deliver enhanced capability to the outbound and inbound contact centers and back-office operations.

Job duties :

• Time and attendance
• Forecasting and scheduling
• Absence and leave management
• Adherence/conformance to schedule
• Intraday  (real-time management and monitoring)
• Crisis Management
• Optimize operational resource management
• Anticipate and influence trends / Call volumes
• Develop and maintain key reporting
• Outbound dialer monitoring
• Hiring process

MUST haves:

• Extremely organized
• Excellent analytical and problem-solving skills, systematic thinker
• Excellent communication skills as will be working with multiple groups