Entry Level Rogers Business Analyst

Todays Shopping Choice is a leading interactive, multi-channel retailer, offering a vast assortment of exclusive products and top brand names to its customers. As one of Canada’s most innovative and diversified retailers, The Shopping Channel incorporates entertainment, inspiration, personalities and industry leaders to provide a unique shopping experience, where customers find exceptional selections in Health & Beauty, Jewellery, Home/Lifestyle, Fashion/Accessories, and Electronics.
As the only live broadcast retailer in Canada, we operate within various channels of Broadcasting, Digital & Call Centers

As a key member of the CC Operations Support Team, the Intraday Supervisor will be accountable for the real time, tactical operations of the call centre including Intraday service level management, agent real time adherence monitoring and staff planning, with a direct accountability to meet service level, occupancy and budgetary targets.

Key Responsibilities:

·       Real time, tactical operations of the call centre including Intraday service level management and staff planning

·       Conduct real-time monitoring of agents through the Aspect eWFM real-time adherence view (RTA) to ensure schedule and phone state productivity adherence and notify support personnel on the floor to resolve adherence issues

·       Through Intraday Workforce Management processes meet service level, occupancy and budgetary targets (staff ramp-up/contingency plan management, staff ramp-down/reverse contingency plan management, Intraday Workforce Plan management and reforecsting)

·       Develop and lead regular reviews and communication vehicles to present and collaborate around real time and daily results. short term staffing plans, and future days service level outlook with the Customer Care Centre management team and other business partners/stakeholders

·       Participate in processing agents’ pending time-off requests, schedule swaps, trades, etc. and the daily exception management of eWFM

·       Develop and Maintain all Intraday Workforce Management processes and products (Intraday Workforce Management plans and Daily/Weekly Service Outlook) and ensure they attain the highest level of client satisfaction

·       Develop and maintain all call centre technology, Ecometry order entry system, and www.theshoppingchannel.com < http://www.theshoppingchannel.com/ > issue resolution processes and service level agreements (SLA) through effective relationship management of Technology and Merchandising/Programming partners

·       Develop and maintain business driven Call Routing and IVR design decisions and change management activities

·       Regularly liaise with peer level, Manager, Director or Vice President counterparts that represent key stakeholder inputs or accountabilities

·       Establish best practices for Real time and Intraday Workforce Management procedures and approaches associated with planning & forecasting methods, staffing systems/software and business modeling techniques

·       Maintain “currency” in specialized knowledge, skills, trends and changes, to be aware of industry standards and best practices in workforce management and call centre planning, forecasting, scheduling and Realtime Intraday management

·       Must be available to rotate shifts covering 7.00 am to midnight, 364 days per year.

Qualifications

·       Expert knowledge of call centre planning and performance metrics and related calculations, mathematics and mathematical relationships (AHT, Contacts Offered/Handled, SVL, Occupancy, ASA, Abandoned Rate, Work Volume, Staffed Hours, Paid Hours, Load Factor, FTE Requirements, etc.)

·       Expert knowledge of call centre planning methodologies and operational principles, including workforce scheduling practices, and tools (Hills B, Erlang C, IEX, Aspect/TCS workforce management software – eWFM) and other related call centre tools and technologies (ACD’s – Avaya CMS, Genesys, report writing software, Data warehouse)

·       Very strong mathematical and computer background: extensive knowledge of MS Excel

·       Highly proficient in the area of influencing skills to present alternatives resolves conflicts and minimizes high-risk situations

·       Highly developed presentation skills with high proficiency in business writing using MS PowerPoint

·       A creative approach to manage new challenges and problematic circumstances

·       Highly developed analytical, decision making and problem solving skills

·       Comfortable in a fast paced, high stress growth environment

·       Well-developed leadership skills to coach, counsel, direct, and support staff in a customer service oriented environment

·       Leadership ability to get results through others in a positive fashion; able to motivate and maintain high level of employee commitment and morale