Job Description

This is a Remote role which means you get to work from home!

At Rogers, we put our customers first in everything we do. We're committed to creating best-in-class customer experiences for millions of Canadians from coast-to-coast-to-coast. Our Customer Experience team is energetic, empathetic, and dedicated to making a difference - they're passionate about people and ready to do whatever it takes to keep us connected to a world of possibilities and the memorable moments that matter most.

If you're someone who's excited by a challenge, takes initiative, and moved to make a difference, you'll find success here. We're growing our customer experience teams and are looking for team members who are committed to make more possible for our customers and Canadians every day.

Think you're up for the challenge and the fun? If so, consider the following opportunity:

The Senior Analyst, Demand & Capacity Planning provides expertise on workforce planning for their line of business. Working closely with Workforce and Operations leadership, HR and Finance teams to bring a fact-based highly analytical approach to all recommendations. The individual must maintain an intimate knowledge of all drivers of call centre demand and capacity planning, avoiding potential roadblocks in achieving our long-term goals.

What you will do:

Leadership

• Leverage skills to influence and make recommendations to both workforce and operational leadership to achieve common objectives
• Consult with and provide recommendations that will deliver on customer service objectives that align to our strategic objectives while managing the OPEX budget
• Provide direction and insights with cross functional teams to ensure excellence in execution

Analytics

• Analyze complex information, uncover trends, provide data-driven insights and conduct strategic initiatives to inform business actions and drive performance
• Identify and deliver recommendations balancing opportunity with risk
• Provide proactive consultation and analysis to drive superior business performance
• Track, report on and lead action plans across all queues

OPEX Management

• Work closely with Finance to ensure accurate OPEX forecasts are submitted that enable the achievement of Service Levels
• Monitor and provide insights daily to ensure KPI's are balanced and OPEX commitments are met

Efficiency & Growth

• Deliver on short (quarterly) and mid-term (yearly) commitments by actively evaluating trends and pre-emptively engaging with relevant primes on gap closure tactics when forecasting performance gaps
• Identify process improvement measures to maximize efficiencies and productivity across workforce metrics
• Identify and monitor all key drivers for workforce productivity and capacity planning
• Collaborate with Care teams to share and implement best practices across all sites

Requirements:

• Progressive workforce experience
• Excellent analytical and problem-solving skills with ability to define critical issues
• Confident, transparent, and concise communicator
• Advanced Excel skills
• Alvaria Workforce/EWFM experience is an asset
• Comfortable with detail and ability to summarize information into key insights, establishing linkages to business strategy and objectives while generating ideas to improve business performance
• Self-starter with ability to solve ambiguous / open ended business challenges
• Effective project management skills and ability to progress multiple projects simultaneously

Schedule: Full time
Shift: No Selection
Length of Contract: No Selection
Work Location: 333 Bloor Street East (824), Toronto, ON
Travel Requirements: No Selection
Posting Category/Function: Call Centre Operations & Workforce / Scheduling
Requisition ID: 277171

Together, we'll make more possible, and these six shared values guide and define our work: * Our people are at the heart of our success

• Our customers come first. They inspire everything we do
• We do what's right, each and every day
• We believe in the power of new ideas
• We work as one team, with one vision
• We give back to our communities and protect our environment

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the .

Posting Notes: Customer Experience

Location:

Toronto, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

Health & well-being benefits
Donation matching
Paid time off for volunteering
Wealth Accumulation including: Pension plan & Employee stock options
Generous employee discounts
Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply

Looking for career guidance and inspiration?

Catch up on the latest episodes of podcast with Dr. Sonia Kang.