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Planning Analyst, Workforce Management

Acklands-Grainger inc.

This is a Contract position in Montreal, QC posted November 13, 2021.

This position is open to candidates located in Burnaby, Edmonton, and Montreal.

The Planning Analyst is responsible for short-term forecasting and schedule optimization across the Contact Center and other supported organizations in order to meet service objectives. This includes skill management, routing strategy/work distribution, and proactive scheduling of out-of channel activities. The Planning Analyst works closely with the Real Time Team to ensure schedule efficiency and achievement of intervals within target range. This position also supports cross-functionally to provide workflow scenarios, facilitate shift bid, and provide business intelligence to feed the long term forecast.

  • Forecasts transactional volumes, handle time/productivity, and shrink to provide an accurate short-term forecast to the Real Time Team.
  • Provides analysis and recommendations across varying levels of management to improve resource utilization and performance.
  • Partners with Real Time Team to achieve service performance objectives.
  • Facilitates Shift Bid Auction and PT Availability Process to ensure optimal schedule efficiency.
  • Maintains an accurate database of historical information on absenteeism, productivity, service performance and staffing adherence to support the short-term forecast.
  • Serves as a subject matter expert for Workforce Management software.
  • Identifies Continuous Improvement opportunities in daily work, providing recommendations on how to support and implement solutions.
  • Utilizes Standard Work and documented workforce policies to provide partners with a centralized knowledge source.
  • 1-3 years  of experience in related field preferred.
  • Experience with workforce optimization software (e.g., NICE, Impact 360, IEX), and ACD technology (e.g., Avaya, Cisco)
  • Minimum of 2 years’ experience utilizing workforce optimization tools and processes
  • Experience within contact center environment preferred and proven ability to build relationships cross-functionally.
  • Highly developed problem-solving skills including conducting root cause analysis, documenting results, and providing recommendations
  • Must be able to provide clear and concise recommendations in a rapidly changing environment
  • Must possess strong communication and interpersonal skills across multiple levels within the organization, including the ability to influence, negotiate, and escalate unresolved problems or questions
  • Strong technology literacy skills to assist in the understanding of systemic architectural routing and network systems
  • Proficiency in Microsoft Office applications
  • Project management experience is a plus
  • Office job, requires the ability to lift

Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members. As part of Grainger hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan. Grainger is committed to the principles and practices of employment equity. We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities. Accommodations are available on request for all persons with disabilities taking part in the selection process.