Workforce Planning Specialist (Real-Time Analyst)

Job description

Job ID

335136BR
Work Area

Customer Relations
About the job

We’re passionate about home furnishing and share an inspiring vision: “to create a better everyday life for the many people”. How we realize this vision is based on our shared values. These values are the foundation of our work and create the framework of our inclusive, open and honest culture.

ABOUT THE JOB

Reporting to the Staff Planning Manager, you contribute to the workforce management process by making sure we deliver to the required service level for all contact methods to meet the customer expectations.

You will be part of the complete resource planning activities, from forecasting to scheduling and real time management.

YOUR ASSIGNMENT
Your tasks will include:
·  Validate historical data and keep diary of special events.
·  Forecasts all types of contact and average handle time.
·  Ensure scheduling process is meeting the needs of our business and is aligned with our goal of being a great place to work.
·  Create, release and communicate schedules to co-workers in a timely manner.
·  Ensure scheduled hours are aligned with the budget.
·  Monitor real time performance against service level objectives.
·  Implement rapid action plan to manage interactions volume flow throughout the day.
·  Monitor co-worker adherence to work schedule and alert if need be.
·  Produce various reports to highlight Customer Support Centre performance.
·  Review resource requirements daily and coordinate all non-phone time requests. YOUR PROFILE
Your knowledge, skills and experience include:
·  Ability to manage various tasks and follow up.
·  Demonstrate strategic thinking values.
·  Sense of urgency.
·  Detail oriented.
·  Excellent communication skills (French and English).
·  Computer literacy (Microsoft Office).
·  Experience with workforce management tools is considered an asset.
·  Motivated, strong team player.
·  At least 2 years of Contact center experience. GROWING TOGETHER

IKEA offers an exciting and empowering work environment in a global marketplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us. At IKEA, we give straightforward, down-to-earth people a chance to grow, both as individuals and in their professional roles. Because we know when we develop our co-workers we're developing our business too.

We offer a competitive compensation package which includes: Complimentary Medical & Dental Insurance Plan, Life Insurance, Health Care Flexible Spending, Retirement & Savings Plans, Deferred-Profit Sharing Plan, and more!
Location

Montreal ( Ville St. Laurent )
Job Title

Workforce Planning Specialist (Real-Time Analyst)
Country

Canada
Full Time - Part Time

Full Time
Job Type

Regular
Additional Information :

Open availability required, including evenings and weekends.
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