Senior Analyst, Workforce Management, Scotia iTRADE - Toronto, ON

Requisition ID: 244980



Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Reporting to the Senior Manager, iTRADE Contact Centre Operations the Senior Analyst Forecasting & Scheduling (SA) will be responsible for developing strategic long and short range workforce plans, focusing on the production of schedules for iTRADE’s Contact Centres (CC) Workforce Management team in accordance with call forecasts, average handling time, as well as other indicators, to ensure service level and productivity goals are met. The SA will translate operational strategies into schedules that ensure the provision of sufficient resources across sites and skill sets to meet customer demand while balancing the needs of the staff. The SA will have accountability for the centralized employee work pattern function and non-phone times, leveraging best in class processes to identify the best fit for the CC.

This role requires sc...