Regional Municipality of York, Access York Scheduling Analyst

Reporting to the Supervisor, the Access York Scheduling Analyst is responsible for ensuring staff work schedules are in line with the needs of the Access York call centre, service counter, reception desks, kiosk desks and the casual administrative pool; analyzing real time as well as historical data and using available workforce management (WFM) and scheduling tools to maximize resource efficiency and achievement of established KPIs; monitoring intraday call centre performance and reassigning contact centre staff to ensure coverage.

Progressive. Collaborative. Accountable.

Draw on your passion. Shape our community.

Progressive and collaborative, with a clear, long-term vision. We value employees’ contributions and inspire excellence. We are driven by a desire to help shape and serve the growing community in which we live and work.

Access York Scheduling Analyst #22494

Community and Health Services Department

Integrated Business Services Branch

Location: Newmarket, Ontario

This is a Union position.

Scheduled Weekly Hours: 35; Scheduled Shifts: 0830 – 1630

Full-Time, Salary: $36.78 - $39.97 per hour  

Reporting to the Supervisor, the Access York Scheduling Analyst is responsible for ensuring staff work schedules are in line with the needs of the Access York call centre, service counter, reception desks, kiosk desks and the casual administrative pool; analyzing real time as well as historical data and using available workforce management (WFM) and scheduling tools to maximize resource efficiency and achievement of established KPIs; monitoring intraday call centre performance and reassigning contact centre staff to ensure coverage.

Qualifications

  • Successful completion of a College Diploma in Contact Centre Operations or approved equivalent combination of education and experience.
  • Minimum three (3) years related experience scheduling employees in a high volume call centre environment, using workforce management tools for analysing, forecasting and scheduling staff work.
  • Certificate in Work Force Management.
  • Thorough understanding of scheduling softwares/techniques/methods for a call centre environment.
  • Knowledge of and demonstrated ability in applying the rules of the collective agreements, legislation, policies and procedures.
  • Knowledge and demonstrated ability in corporate core competencies including communication, innovation, teamwork and collaboration, and personal ownership.
  • Computer literacy utilizing MS Office software applications.
  • Demonstrated reporting skills including ability to analyze multiple data sources.
  • Strong mathematical, analytical and organizational skills, with data mining and analysis, research, investigating and problem solving skills.
  • Ability to work well in a high volume and fast-paced environment and meet tight deadlines.
  • Ability to work collaboratively and independently and make decisions with minimum supervision.
  • Ability to pay attention to detail and to organize, prioritize and multi-task.
  • Ability to travel to off site locations in a timely and efficient manner, as required.
  • Ability to work outside regular business hours, as required.

Please apply on-line by clicking here by June 18, 2018, quoting competition #22494. We thank all candidates for their interest, however, only those selected for an interview will be contacted via email or by telephone. For additional information on The Regional Municipality of York, please visit the above-mentioned website.