Intraday Analyst

Location:	Mississauga, Peel, Ontario, Canada
Job Type:	Permanent
Posted:	1st Jan 2001
Closing Date:	23rd Aug 2007
Posted By:	Vonage Canada
Details:
Intraday Analyst INTRA-DAY ANALYST Workforce Managment Vonage Canada A great opportunity to work for a fast growing company that treats its employees and customers differently. We are growing fast and need your assistance in ensuring a smooth call centre operation. Are you interested in working in a high-growth, fast-paced environment? Do you have passion, energy, and the right combination of skills, experience and attitude? Do you have the talent for building relationships? Then we want to hear from you. Organization and Working Conditions: • This position reports to the Manager, Workforce Management • The team environment is fast-paced • Non-unionized environment • This position requires evenings and weekends availability Reporting to the Manager, Workforce Management, your duties and responsibilities will include: • Monitor actual call arrivals to forecast and proactively responds to spikes in call volumes by optimizing breaks and lunches and working closely with team leaders to ensure service levels are met and abandonment is within targets • Communicate real time with all managers and team leaders regarding any issues on the floor which may negatively impact service levels • Maintain , real time, a log of actual call arrivals to forecast, actual staffing to forecasted staffing, any events which may impact the call arrivals or prevent agents from handling calls within the normal average handle time • Communicate, real time, any system issues to IT as per procedure • Check the Attendance hot line and updating records, real time, attendance, absences, late comers or people who leave early • Update daily call statistics record • Proactive in communicating with the Command center at our head office and on a real time basis , maintaining a channel of communication to leverage resources from head office to handle call spikes • Provide a detailed shift report which describes key activities during the shift • Respond to questions related to SLA performance intraday real time with suitable reports and analysis Do you have the right qualifications? Here's what we are looking for: Qualifications Required • University Degree or College Diploma preferably in science/statistics /mathematics an asset • 2-3 years experience in a similar role required • Clear understanding of basic workforce management principles.. • Advanced knowledge of desktop applications (MS WORD, EXCEL,) • Experience with Blue Pumpkin and /or other workforce management software will be a definite asset and is preferred • Detail Oriented Contact Information Company Name: Vonage Canada Corp How to apply: - apply below -

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