Workforce Management & Reporting Analyst

About the Team:

By connecting, caring, and providing an exceptional end-to-end client experience, the AGF Client Services team plays an integral role in ensuring our investors succeed. Our team is looking for experienced and dynamic individuals that can help us achieve our mandate. You can expect a supportive and collaborative environment where we develop and promote talent and always strive to succeed.  

About the Role:

As a Workforce Optimization (WFO) and Reporting Analyst for the Back Office, the position will be responsible for engaging, integrating, and sustaining workforce activities for new and supported lines of business. The responsibilities include, but not limited to: Intraday Management, Scheduling, Short Term and Long-Term Capacity Planning, Reporting/Analytics and WFO projects.

Your Responsibilities:

Workforce Optimization:

• Monitor and manage the Real-Time operation of the processing queues and service levels
• Responsible for intra-day management and working with the management team to ensure daily service levels are met, and that monthly service levels are on target
• Manage staff by providing directions regarding their work activities in order to respond to processing queues to achieve target service levels
• Forecast, create and maintain monthly schedules for all Processors.
• Schedule all staff including queue and non-queue activities (shrinkage) with the requirement to meet service level/standard agreements
• Maximize scheduling adherence by managing the employees and escalating any performance concerns when adherence is not being met
• Authority over staff’s leave is centralized with the WFO to review and grant approval accordingly- responsible for review of all vacation requests, unpaid leaves, illness coverage and time bank, for all staff members
• Managing shift changes for staff
• Conduct ongoing schedule analysis directed at improving scheduling efficiencies
• Long-term capacity planning for planning and budgeting purposes
• Other duties as assigned
• Duties subject to change based on business needs

Back Office Analytics and Reporting:

• Manage reports and communicate pertinent data to affected leaders on a regular basis
• Continue to develop enhanced reporting to continually drive and validate the optimization of the Fund Processing teams. Create reports to track volumes and departmental KPI’s, including for audit purposes
• Provide timely and meaningful KPI analysis, performance measurement reporting and subsequent recommendations to support operations objectives
• Provide guidance on staffing recommendations based on forecasted and historical service level data
• Produce individual employee effectiveness reports for use in training and coaching
• Review historical and forecasted business trends and make staffing and scheduling recommendations based on these needs
• Build, deliver & maintain fund processing reporting and make recommendations on staffing needs, analyze support metrics and identify trends. Analyze trends and make recommendations in relation to volume, shrinkage, attendance, and attrition
• Actively analyze and develop effective and efficient ways to enhance Fund Processing operational processes and ensure the processes & procedures are properly
• Provide ad hoc analysis to support Operations related business decisions.
• Establish, maintain and issue regular performance reporting and ensure relevance, timeliness and reliability of the reports. Standardize and continuously improve quality, efficiency and added value of the reporting process.
• Consolidate and integrate all information from all activities to prepare & develop regular campaigns analysis. Work closely with Care program & Service Team to provide recommendations on the program
• Responsible for all NICE technical support lead for all NICE upgrades and patches (WFM, QM and Call Recording) for all AGF operations. They will manage all testing, verification and final approval for vendor operations
• Responsible for maintaining Incident Management Process for all NICE software (WFM, QM and call recording) for all AGF operations
• Responsible for identifying NICE software functionality and enhancements within license model that will continue to offer operational efficiencies for front and back office.

Your Qualifications:

• Verint WFM software experience is a strong asset
• Minimum of 3 years of experience scheduling or workforce management experience as well as analytics
• Strong analytical skills and demonstrated experience with both short-term and long-term forecasting
• High level of proficiency in Microsoft Excel using Pivot Tables, and basic macros
• Micro Strategies reporting is an asset
• Salesforce Reporting Skills,
• Excel advanced level, Power BI (preferred).
• Strong networking skills – ability to work well with other leaders, as well as alone.
• Strong communication and education skills – able to effectively communicate with other leaders and make recommendations based on measurable data
• Demonstrated organizational and time management skills
• Detail-oriented, with a focus on accuracy and quality with statistics and queue volume data
• Demonstrated ability to gather information, review and analyze the information, and determine effective outcomes
• Collaborative, team-player
• Demonstrates diplomacy and tact
• Post-secondary education
• Bilingualism in French and English is not required but is an asset
• Back Office WFM is an asset

No unsolicited agency referrals please.  
 

AGF is an equal opportunity employer. AGF welcomes and encourages applications from people with disabilities. Accommodations are available on request in all aspects of our recruitment and selection process. It is the Company's policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best qualified person for the job. AGF does not discriminate against applicants based on race, color, religion, sex, national origin, or disability or any other status or condition protected by applicable legislation.