Full-Time Workforce Management and Operational Reporting Analyst

• In collaboration with operational teams, develop and improve capacity plans and performance reports for the contact center's operational teams.
• Implement and monitor action plans to achieve performance indicators and budget targets.
• Continuously adjust capacity plans to achieve operational and budgetary targets.
• Prepare annual budget plans as capacity plans for the following year.
• Design and develop dashboards related to individual agent performance and overall contact center performance using Power BI.
• Develop and document standardized performance management processes using data sources and tools.
• Analyze results, identify trends, and collaborate with workforce management and operations teams.
• Ensure data accuracy and integrity.
• Produce ad hoc and regular reports with explanations and recommendations.
• Participate in continuous improvement projects by promoting automation.
• Train and support users of the contact center's technological solutions.

• Degree in statistics (an asset)
• 3-5 years of experience in workforce planning and call center reporting.
• Knowledge of workforce management tools (NICE, Webstation, EEM a plus) and telephony platforms (Genesys Cloud).
• Advanced knowledge of Excel, Power BI, and automated processes like Power Automate.
• Proficiency in database management tools (Access, SQL, etc.) (an asset).
• Knowledge of the MS Office suite.
• Proactivity and autonomy.
• Ability to manage priorities.
• Excellent communication skills.
• Oral and written fluency in French and English

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