Job Description

As a Workforce Analyst, you will support our Contact Center by ensuring all current and future staffing needs are met and ensuring optimal usage of our existing resources. Your goal will be to play a critical role in ensuring our Canadian and US Contact Centers have the proper forecasting and resource planning to be able to accurately staff and manage our call volumes to established targets. Your success will be measured on your ability to manage the telephony system and your positive relationships with our phone vendors to ensure stability and reliability of our phone systems.

What We Offer:

• Work Environment - Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a caf\xc3\xa9
• Hybrid Work Model - Allows for a blend of in-office and work-from-home days
• Competitive Compensation - Including an annual bonus plan, pension plan, and parking allowance
• Flexible Benefits Plan - in effect from day one and offers three levels of coverage to select from to meet your unique, personal needs
• Paid Vacation - Plus an annual option to purchase additional vacation, too
• Wellness Support - With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program
• Opportunity to give back to some amazing causes in our community - Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program

Your Responsibilities:

• Provide staffing recommendations to management by linking to recommended forecasts and factoring in attrition and business objectives.
• Provide management with accurate call volume forecasts as well as recommendations based on historical data and internal/external market factors.
• Ensure the Customer Contact Centers are operating efficiently as it pertains to call flow and phone systems and that any problems are resolved or prevented, partnering with external vendors.
• Ensure Customer Contact Centers teams are managed to our Grade of Service through monitoring of queues, adjusting call allocation or skills and efficient use of resources.
• Develop and maintain call reports on a daily, weekly, monthly, quarterly and yearly basis, analyzing trends in call volume and Average Handle Time (AHT) to determine over-staffing / understaffing.
• Manage all day-to-day activities; including scheduling, break times, sick calls, vacation requests, early out requests, team meetings and offline training.
• Enact emergency planning with little interruption to customer service through proper planning and execution of established planning.
• Perform other duties as required to maintain and enhance departmental productivity.

Your Skills:

• Strong analytical capabilities
• Proficient in Microsoft Excel
• Strong technical / system experience
• Excellent verbal, written and presentation skills
• Good understanding of data base concepts and Call Center Workforce concepts

Your Experience:

• Education: Post-secondary education or equivalent experience in Business or related field. Business Diploma would be preferred.
• Experience: Minimum 1 year of customer service experience, workforce management experience
• Previous contact center experience

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that\xe2\x80\x99s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone\xe2\x80\x99s responsibility.\xe2\x80\x8b

In a world increasingly engaged in taking action on global issues of climate change, social justice and good corporate governance, our organization has an important role to play. We are committed to being part of the solution, in providing the safe and reliable energy that people need, while taking concrete steps to evolve our business for the future - for our people, our customers and our communities, today and tomorrow.

Please take a look at our to learn more about our commitment to our communities, and our planet.

Job Requirements - Work Experience Customer Service

Job Requirements - Education Bachelors: Business Administration

Irving Oil