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City Willingdon Park, Burnaby
Title Workforce Planning Analyst
Department Workforce Planning
Job Status Full Time Regular
# of Positions Available 1
Position Overview  
Within a customer centric culture and in accordance with the organization’s strategic vision, core values and leadership/customer service competencies, reporting to the Workforce Planning Manager, this position is responsible to facilitate centralized workforce scheduling and forecasting for multiple sites, across multiple channels to ensure defined service level metrics and staffing levels are maintained and/or optimized.

Complete centralized workforce scheduling and forecasting activities for multiple sites, across multiple channels to ensure customer service level metrics and optimal staffing levels are achieved; conduct real-time monitoring of telephony and alternate delivery systems. Ensure resources are utilized to meet customer demands; monitor work queues to identify issues and collaborate with team managers to initiate applicable/corrective action.
Produce staff schedules leveraging resources to achieve maximized business objectives. Provide tracking, attrition and conduct weekly headcount reconciliation and reporting. Ensure accurate compilation and distribution of defined and ad hoc reports to assist in the effective management of service levels. Provide detailed analysis of daily operational performance and facilitate prior day root cause evaluations and cause determination if service levels were not achieved.
Attend to issues related to the administration of established workforce planning and scheduling system/s and related application/s; update skills, preferences, permissions and other data requirements to ensure service level metrics and staffing levels are maintained. Coordinate annual vacation planning requirements and schedule requirements and definitions.
Prepare actual versus forecasted volume reports and identify root cause differentials; analyse historical volumes and trending patterns to develop accurate new hire requirements and schedule optimization. Conduct gap analysis and recommend staff numbers that include defined shift requirements to facilitate new hire recruitment strategies. Conduct short and long term forecasting; incorporate historical trending information and new initiatives for annual budgeting exercise.
Provide advice to call centre personnel in scheduling training sessions in order to limit impact to defined service and staffing levels. Provide support to Team Managers and Quality Analysts; ensure call recording and coaching activities are consistently delivered and team meetings are scheduled to avoid impacts service levels.   Maintain effective relationship with call centre leadership team and contribute to the implementation of new contact center programs. 
Education and Experience: 
Bachelors degree or diploma in a related discipline from a recognized program plus 2 to 3 years recent, related experience in a call centre environment or an equivalent combination of education, training and experience. Valid BC Drivers License.
Role Specific Knowledge, Skills and Abilities:
Knowledge of the Utility Industry an asset
Expert knowledge of workforce management systems, programs and principles
Demonstrated ability to develop performance related reporting
Demonstrated ability to analyse data and apply judgment in decision making/problem solving situations
Demonstrated ability to work with complex reports 
Demonstrated ability to develop and maintain effective working relationships
Demonstrated ability to communicate effectively both verbally and in writing
Demonstrated ability to organize work, meet priorities and to work within demanding work schedules.
Demonstrated ability to work both independently and as part of a team
Advanced level computer skills in Microsoft Office Suite

Date Created 1/23/2013
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