Requisition ID: 260544
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
The Senior Analyst, Workforce Management at Scotiabank is a pivotal role that oversees a broad spectrum of workforce-related functions. This includes detailed planning and forecasting, sophisticated scheduling, dynamic real-time management, and effective shrinkage control through strategic workforce management system configurations.
Is this role right for you? In this role, you will:
- Strategic Client Engagement: Lead initiatives to deepen client relationships through a customer focused culture, leveraging extensive bank relationships, systems, and knowledge.
- Operational Excellence: Monitor real-time contact volumes, manage absenteeism, and address operational factors to ensure seamless service delivery.
- Analytical Leadership: Conduct deep-dive analyses to identify deviations from forecasts and report on service level discrepancies, advising senior management on corrective strategies.
- Resource Optimization: Implement contingency plans to refine service levels, enhance resource efficiency, and achieve cost reductions.
- Technical Mastery: Leverage advanced workforce management and contact center technologies, with deep expertise in Verint and Genesys platforms to optimize forecasting, scheduling, and real-time adherence. Demonstrate proficiency in Microsoft Office tools (Excel, PowerPoint, Word) to analyze data, create impactful reports, and develop customized solutions that drive operational efficiency and performance improvements.
- Decisive Action: Make informed decisions based on established guidelines and independently in scenarios demanding swift judgment.
- Event Management: Coordinate and manage significant off-phone activities, including coaching sessions, town hall meetings, weekly power hours, and events to foster team development.
- Quality Assurance: Maintain targeted Average Speed of Answer and abandon rate ensuring high service standards.
- Continuous Improvement: Regularly analyze historical data, offer actionable insights, and formulate strategic recommendations to optimize workforce utilization and meet key performance indicators.
- Risk Compliance: Align all activities and decisions with the bank’s risk appetite and cultural expectations, ensuring robust business controls.
- System Optimization: Guarantee the optimal configuration of the Workforce Management system to support efficient operations.
- Innovative Change Management: Lead transformative initiatives that result in significant capacity savings and cost reductions, driving continuous improvement across the business line.
- Initiative Support: Provide crucial data support and analysis for new initiatives, ensuring stakeholders and business lines are equipped with accurate post-implementation metrics.
- High-Performance Culture: Champion a high-performance environment, encouraging excellence and continuous growth among team members.
- Inclusivity in the Workplace: Actively contribute to fostering an inclusive work environment that values diverse perspectives and promotes equal opportunities
- Team Development and Leadership: Enhance and advance the coaching and development of the team to foster professional growth and optimize performance.
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
- Educational Background: Advanced degree in Business, Analytics, or a related field.
- Professional Experience: At least one year of substantive experience in workforce management within a contact center environment, demonstrating extensive analytical expertise.
- Technical Proficiency: Expertise in utilizing advanced reporting software and tools, with a comprehensive understanding of database management for strategic business insights.
- Communication Excellence: Exceptional ability to communicate effectively across all levels of the organization, from frontline staff to senior management.
- Analytical and Problem-Solving Skills: Robust analytical abilities with a proven track record of solving complex operational problems.
- Leadership and Influence: Strong leadership qualities with the ability to influence decisions and negotiate effectively.
- Detail Orientation: Meticulous attention to detail with an aptitude for managing extensive datasets and integrating them into meaningful operational solutions.
- Resilience: Capacity to thrive in a high-pressure environment, managing multiple priorities simultaneously.
Location(s): Canada : Ontario : Toronto || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.
