Senior Workforce Analyst - Jobs in Commerce Court

Job Description

Aviso Wealth:At Aviso Wealth, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso Wealth has to offer at www.aviso.ca.The Opportunity:We’re looking for a Senior Workforce Analyst to join our Customer Service Experience WFM team.Your role will be required to regularly perform essential duties on behalf of the company from your assigned Aviso office. Your role is considered medium flexibility, requiring you to work onsite 1-3 days per week at our office at 151 Yonge Street, Toronto, ON. Reporting to the Senior Manager of Workforce Management, you will be responsible forecasting and scheduling in a multi-channel, multi-tiered environment (phone calls, emails, messages, and chat) to ensure cost and KPI goals are attained. This position will be responsible for utilizing effective forecasting techniques to determine call volume and handle times, analyze historical staffing trends to inform hiring plans and development of long-term budget forecasting. You will support and champion the development of the WFM team to strengthen the Service Centre #39;s overall performance, including best practices, lessons learned, success stories, etc. This requires strong relationship building and collaboration with the Service Centre Leadership Team. This is a key role in ensuring we can transform and innovate how Customer Service Experience is done at Aviso.Who you are:

• Service – You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

What your day looks like:

• Capacity Planning using forecasting models to preplan headcount requirements, hiring and training needs, and shrinkage management to improve staff productivity and work-life balance, as well as participate in the budget planning process
• Scheduling responsibilities, including, but not limited to the production and maintenance of optimizing work schedules, vacation schedules, special event schedules, and bank time management
• Develop and implement strategies to manage and mitigate risks, such as absenteeism, attrition, and seasonality, to ensure adequate staffing levels
• Drive adoption improvement for WFM system, ensuring key data is available to be extracted for planning purposes and analysis by key stakeholders
• Responsible for developing and implementing methodologies to ensure data integrity and accuracy, and new reporting solutions to support current and future service centre objectives.
• Collaborate with HR and other subject matter experts to develop, analyze, support, and continually improve policies and processes, meeting regulatory and corporate requirements
• Responsible for workforce management database support in the development of automated solutions to facilitate ongoing reporting
• Monitor, action, and respond to incoming requests to the WFM email box.
• Foster a positive team culture, encourage collaboration, evaluate peer performance and provide guidance and coaching to close performance gaps and ensure continuous improvement within the team
• Demonstrate a sense of urgency and a strong commitment to achieving deadlines
• Assist with projects and execution of ad-hoc reports to help identify trends, patterns and anomalies

RequirementsYour experience and skills:

• Bachelor #39;s degree in Statistics
• Must have 5+ years in a contact centre environment with extensive experience in Workforce Management forecasting and capacity planning
• Exceptional analytical skills
• Strong technical aptitude and experience with workforce optimization software (e.g., Genesy Cloud, NICE, Aspect, IEX), and ACD technology (e.g. Genesys Cloud)
• Excellent communication, presentation and interpersonal skills to build relationships cross-functionally
• Strong organizational skills to prioritize your work and projects, with the flexibility to adapt to meet changing business needs
• Someone with a strong work ethic who leads by example - you work hard, play hard and expect nothing less from those around them
• Advance knowledge MS Excel and MS Access, especially with: advanced formulas; pivot tables and charts; slicer and timeline filters; as well as coding queries and macros
• Attention to detail with strong documentation and follow up skills
• Fluent communication skills in English are required and bilingual skills in French is an asset

BenefitsWhy Aviso WealthAt Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success. Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learningamp; development and an education assistance program
• Regular social events to foster teamwork

Equal Employment OpportunityAviso Wealth welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.We thank all applicants for their interest, however, only those selected for further consideration will be contacted.No recruiters or agencies, please.Company Overview:Aviso is a leading wealth management and investment services supplier for the Canadian financial industry, with over $120 billion in total assets under administration and management, and over 1,000 employees. We’re building a technology-enabled, client-centric wealth management ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors.A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.SalaryThis position is posted with an expected salary range of $64,000 - $79,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.