Job Description

Job Requisition Id: 165500
Business Function: Human Resources
Primary City: Ottawa
Other Location(s):where the successful candidate resides.
Province: Ontario
Employment Type: Full-Time
Employment Status: Temporary This is a 1 year term opportunity with the possibility of extension or permanency.
Language Requirement: Bilingual Imperative (BBBB)
Employee Class and Level: UPCEA06
Number of Vacancies: 1
Job Closing Date (MM/DD/YYYY):05/29/2023

All qualified candidates will be considered however preference will be given to Indigenous people (First Nations, Metis or Inuit) or persons with a disability. This is a special measure employment equity initiative and candidates from this group who wish to qualify for preferential consideration must self-identify.



The Officer reports directly to the Manager, HR Shared Services Operations Planning. The Officer manages the scheduling of shifts, the administration of Workforce Management software and monitoring of various skill sets for AccessHR Contact Centre agents. In addition, the Officer\'s role consists of coordinating schedule activities such as training, employee engagement, coaching and all other off-phone activities. The Officer is responsible to prioritize and coordinate the activities to support the day to day operations of AccessHR and the Pension Centre. The Officer ensures compliance and optimization of resources to meet Key Performance Indicators (KPI), and regularly reports on AccessHR and Pension Centre activities and progression in comparison to targets.

Job Responsibilities

Below are the main job requirements and responsibilities for the Officer, Workforce Reporting Analysis and System Support.

1. Provides planning, forecasting, analysis, cost evaluation and performance measurement to the Workforce Manager and any other pertinent stakeholders in accordance with business processes and standards.

2. Monitors and reports on workload against established objectives, makes recommendations, identifies short-term or long-term impact of current trends on KPIs such as hours, volumes and budgets by gathering data from various sources and assists in development of corrective actions to reduce significant variances. Creates and maintains macros and/or databases to properly sort and analyse data and provides various reports to the Service Integration team, Pension team and AccessHR team to ensure peak agent performance.

3. Co-ordinates with the AccessHR team leads and manager all off-phone activities for Contact Centre agents. Monitors compliance, identifies risks and makes appropriate changes for remedial action to ensure operational requirements are met.

4. Establishes standard practices and methodologies for development of plans and forecasts. Assists in the development and publishing of tutorials and guidelines which provide clarity in the use of reports and trend analysis.

5. Co-ordinates systems and data activities. Co-ordinates the installation and setup of hardware or software, administers user information, and arranges for proper licenses including advising users on requests for access where required. Reports any system problems and keeps appropriate teams in the loop on resolutions. Analyses and communicates all technical and system changes relating to workforce.

Job Responsibilities (continued)

6. Manages, coordinates and maintains Contact Centre agent schedules in accordance with volumetric forecasts, within allocated daily and weekly budgets, in collaboration with team leads and managers.

7. Manages shift bid activities in accordance with Collective Agreement.. Validates the shift bid process by using available tools and software.

8. Creates, reviews, and finalizes schedules in Workforce Management software. Changes weekly schedules, training schedules, shift bid schedules, etc. and ensures the agents are in the proper group assignments. Monitors and maintains the information in the Workforce Management software such as intra-day activity, skillset assignments, reports, data input and data maintenance to ensure network integrity.

9. Provides change of shift notification, and solicits voluntary extended hours and overtime to Contact Centre agents in accordance with the Collective Agreement

10. Responds to customer requests in an efficient and professional manner and maintains professional contact with internal customers to provide best practice for the organization.

Qualifications

Education

• Completion of secondary school according to provincial standards or equivalent (GED) is required AND

• Completion of post-secondary (College/University) course(s) in a related field.

Experience

• 2-5 years of related work experience is required

Other Candidate Requirements

• Enrolment in specific designation and or certifications programs may be required for certain positions.

Other Information

Safety Sensitive Positions
This position may be considered a Safety Sensitive position.

Employment Equity

Canada Post will represent Canada\'s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences. We are committed to employment equity and encourage applications from women, Indigenous People, persons with disabilities and visible minorities.

Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.

Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

Accommodation

Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.

Leadership Behaviours
Decision Making - A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation\'s best interests.
Accountability - An individual who strives for performance excellence and who holds themselves and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation - A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution - A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People - A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.

Our Values

We value diversity as an essential part of who we are as a company, how we operate and how we see our future. We believe that attracting, developing, and retaining people who reflect the diversity of Canada is essential to our success because this matters to all communities and customers we serve.

Canada Post\'s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.

Safety - We are committed to a safe and healthy environment for all our stakeholders.
Customer - We serve Canadians with pride and passion.
Respect - We treat each other with fairness and respect.
Integrity - We act responsibly and with integrity.
Transformation - We will innovate and transform to win in the marketplace.

Canada Post