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The Analyst Intraday Business Process would update schedules for the contact center agents.  Manage the requests for planned absences and updates resulting from unplanned absences (i.e. sick, rescheduled training, etc.).  A secondary function is to update the SAS (staff administration system) database and notify other applications of the changes to an employee’s status (i.e. changing teams or functions, etc.).  The incident management support would be to monitor any system issues that would impact on the contact center’s ability to take calls at the start of day.  They would notify impacted staff while handing off the issue to the teams who will support this work during business hours.  

ESSENTIAL FUNCTIONS:

• Incident management function will manage any system issues experience outside of business hours and help determine the impact to the business.  Team currently experiences 4 to 5 incidents a month.  This function is considered a priority due to the impact to the business.  
• Intraday function will manage the requests for planned absences and updates resulting from unplanned absences (i.e. sick, rescheduled training, etc.).  This function requires high accuracy and volume to manage.    
• Intraday function updates the SAS (staff administration system) database and notify other applications of the changes to an employee’s status (i.e. changing teams or functions, etc.). This function requires high accuracy with the updates being made. 

QUALIFICATIONS:

• Bachelor’s degree (additional certifications or specializations in relevant areas are beneficial)  
• 2-5 years of Workforce Management experience in a similar role. Workforce Management Experience with next generation WFO and Telephony software with a focus on Real time adherence, same day scheduling and skilling adjustments and profile maintenance an asset.  (examples include but not limited to Verint, Calabrio, Genesys, Cisco, Amazon, Five9).
• Math and Statistics Proficiency: Fundamental for understanding and utilizing workforce application tools.  
• Execution Skills: Ability to maintain focus through event triage and times of stress.  
• Soft Skills: Passionate, proactive, creative, collaborative, and influential without authority.  
• Abstract Reasoning and Conceptual Thinking: Essential for problem-solving in complex scenarios.  
• Innovative Thinking: Demonstrate a medium level of innovation by providing insights into process improvements and driving workforce best practices adoption.  
• Adaptability: Organized, collaborative, adaptable to change, and disciplined in approach to work. 

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job.  The employer has the right to revise this job description at any time.   You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description.   You may be required perform other duties that are not included on this job description.  The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.