You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

MAIN ACCOUNTABILITIES:

As a Analyst, Intraday Workforce Optimization you will:

• Analyse, optimize & maintain daily and weekly Customer Care Representative (CCR) work schedules
• Monitor, analyze and recommend changes for incoming volume, staffing levels and routing strategies
• Provide daily feedback of site-specific events to CCC leadership
• Support intraday touch-points by providing information and recommendations to the CCC leaders based on data
• Support on immediate responses and actions in emergency situations
• Analyse, track and report on trends, provide solutions or courses of action
• Ensure System maintenaince and maintain up to date information in various databases
• Raise workflow concerns in a timely fashion to your direct manager or other operational leaders and provide recommendations on solutions
• Optimize and document internal process and knowledge
• Respond and consult on CCC Operations requests

The Analyst, Intraday Workforce Optimization ensures a consistent quality customer service experience for members, sponsors and providers who contact the SLF Canada Customer Care Centre (SLFC CCC) by monitoring all intraday call volume related activities and optimizing resources allocation. This encompasses the management of the work schedules for approximately 1100 Call Centre staff in collaboration with on-site operational and training leadership. You will work in a fast-paced and dynamic environment.