Operations & Workforce Analyst

Operations & Workforce Analyst

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence. We are looking for an Operations & Workforce Analyst who will be responsible for supporting operational effectiveness to multiple contact centers across Canada for the Property and Specialty Claims team. Aviva recognizes the importance of being flexible and the benefits of being together, this role will be hybrid – the best of both worlds. Does this sound like an exciting challenge? Come join our team!

What You'll Do:

• Hold overall agent scheduling responsibility for supported Contact Centre's, including, but not limited to, the production and maintenance of weekly/monthly schedules, vacation schedules, special event schedules, vacation bidding and bank time management.
• Assist with short-term and long-term capacity planning.
• Independently produce accurate medium term, short term, and intraday forecasts by combining information from appropriate sources.
• Manage ongoing correspondence with Agents and Team Leaders to maintain forecasts, schedules and time tracking.
• Meet regularly with Leadership teams to update current schedules and plan for future cycles.
• Provide recommendations on improving schedule effectiveness to meet both operational and agent requirements.
• Proactively identify scheduling gaps and work with operations to mitigate negative impacts.
• Maintain workforce management documentation, including exception processing per business unit.
• Stay current with company policies that influence workforce management.
• Monitor all supported Contact Center queues and agents on a real time basis, and work with front line operations management to ensure Contact Centre resources are productive.
• Take ownership for Contact Center service levels by proactively working with Operations management team to resolve service impacting issues.
• Throughout the day, provide real-time reports to Operations management team on service level related and resource related issues.
• Ensure Intra-Day Plans are produced and distributed to all parties at the beginning of the day.
• Act as an agent of proactive change by making recommendations for solutions to improve overall operational effectiveness
• Provide daily/weekly/monthly operating reports, business performance trending and analysis dashboards to all levels of Leadership
• Determine information requirements and acquire the necessary data from new and existing databases to enhance and improve Aviva Claims' access to information
• Design and develop data collection and maintenance tools

What You'll Bring:

• University degree or equivalent work experience.
• 5+ years contact centre experience including 3+ years in a Workforce Management environment.
• Advanced understanding and working experience with contact center scheduling and real time analysis monitoring software, specifically with Five9, Clearview and Verint Impact 360 Workforce Management.
• Clear understanding of Contact Centre industry related language and technology.
• Clear understanding of definitions related to metrics used in Contact Centre reporting, and the factors that influence their results.
• Proven ability to proactively coordinate with team members to deliver team objectives.
• Strong organizational and priority setting skills.
• Able to meet aggressive deadlines with multiple priorities with minimal supervision.
• Strong PC analytics skills, including advanced use of Microsoft office suite, especially Excel and Access.
• Excellent communication skills with the proven ability to initiate and cultivate positive working relationships with other functional units.
• Confident Professional projecting a positive and contagious attitude.
• Excellent Presentation & Communication skills

What You'll Get:

• Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.
• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
• Outstanding Career Development opportunities.
• We'll support your professional development education.
• Competitive vacation package with the option to purchase 5 extra days off per year
• Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion
• Corporate wellness programs to support our employees' physical and mental health

Please note that we may use AI tools to help us through the recruitment process. This is an existing position which has been posted both internally & externally.

Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva Canada.