Scheduling Analyst CSO

48098 - Markham - Regular -  

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Job Function:
Accountable for producing, maintaining, developing and communicating high-quality, accurate and optimized forecasts / schedules and reports across multiple lines of business, through the effective use of planning, reviewing and analytical skills. Ability to perform root-cause analysis, highlight opportunities to improve performance across the contact center, analyze and make recommendations to reduce costs, improve service levels and optimize customer satisfaction.  Requires experience in Contact Centre Operations and an expert working knowledge with workforce planning applications.

Specific Accountabilities

• Generates staffing requirements and schedules based forecasted workload utilizing best practice workload calculations / systems. Ensure contact center is strategically modeled, predict and recommend adequate resource levels that maximize efficiency, maintain quality and achieve service level objectives and supporting KPIs.
• Highlights opportunities to improve performance with the Contact Center.  Analyse and make recommendations to reduce costs, improve service levels and optimize customer satisfaction and first call resolution.
• Maintains and manages the schedule/forecast cycles in partnership with the Contact Centre Leadership team to ensure workload requirements are being met and anticipated. Assist Contact Centre Leadership team to resolve problems of short term shrinkages and schedule shift inefficiency. Generate schedules, forecasts, contact centre vacation / shrinkage management plans as required. 
• Develops, analyses and improves scheduling efficiency, and continually develops resource planning techniques, using knowledge and information taken from own internal and external network. Make recommendations regarding the schedule generation packs and meeting service levels and supporting KPIs.
• Update and maintain internal workforce database systems. Provide information to information technology representatives for repair, improvement or upgrade when deemed necessary.
• In conjunction with the Contact Centre Leadership team conduct trend analysis on volume and KPI data in both the front and back office-operating environment ensuring needs are being met and anticipated.  Read and identify trends and generate forecast / schedules based on analysis.
• Conduct a root-cause analysis on operational performance. Assist Contact Centre Leadership team to complete a robust improvement plan.
• Produce Contact Centre Operations statistical reporting that assist in operational decision making and resource planning.  Provide Customer Service Representative performance trending information to Contact Centre Leadership team.
• Serve as a liaison between Contact Centre operations and workforce planning to coordinate the workforce activities.  Assist contact centre leadership team in understanding the volume and performance impact of unforeseen or unplanned events which occur throughout the day.

Selection Criteria:

Education:

• Requires a body of practical knowledge and an understanding of the analytical techniques of a technical discipline to develop, test, monitor and evaluate the effectiveness of solutions that are often cross functional within the Contact Centre or cross a combination of Contact Centre and other lines of business and to conduct cost/benefit, impact/needs analysis/studies.
• Requires knowledge of computer technology associated with the Contact Centre operations and associated information management tools.
• Requires good knowledge of English to prepare reports and communicate effectively with others. This knowledge is considered to be normally acquired through the completion of 4 years of University training

 Experience:

• Requires extensive experience in Contact Centre Operations and an expert working knowledge with workforce planning techniques and applications.
• Expert level experience with contact center workforce management tools, Genesys Pure Engage preferred.
• Requires experience in Contact Centre Operations preferably one associated with the distribution business to understand the business objectives and approach to customer service in supporting and improving quality of service and customer relations.
• Requires skills and experience to analyze resources, processes and procedures and make recommendations to reduce costs, improve service levels and optimize customer satisfaction.
• Other: Microsoft Excel, Power BI, Tableau

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2023.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Deadline: October 2, 2023

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