Sr. Analyst, WF Automation

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

 

Because we believe connections unite us, possibilities fuel us, and moments define us.

 

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.

 

The Sr. Analyst will be responsible to identify, design and implement the next generation of Command Centre and Workforce tools. In addition, they will be responsible for maintaining, improving and automating the current toolkit in use by Command Centre and workforce teams. These tools are used for monitoring key performance indicators (ASA, ABN, LCW etc), analyzing trends (YoY, MoM, WoW, %Var to forecast etc), monitoring agent productivity, and call driver trends, while producing effective reporting of all data points in an easy to use interface.

This role is also responsible for tool education across the workforce organization. Strong Data-oriented background, Data and analytics, Business Intelligence and Data management.

 

What you'll do:

  • Design, build, and automate various operational tools that support Command Centre and Workforce management teams – with primary focus on removing friction for on staff analysts to identify and execute action plans based on KPI trends.
  • Support Customer Operations cross-functional teams by developing and maintaining the next evolution (OnTarget) of real-time reports and dashboards to improve our ability to accurately assess contact centre efficiency and productive impacts of major incidents. 
  • Collaborate with Workforce reporting teams to ensure all workforce KPIs across all contact centres (Consumer, SoHo, R4B, telesales, technical support and credit operations) have easy access to the same standard of data. Work relationships will include collaborating with Workforce organization members, IT partners and contact centre operations to ensure ongoing data accuracy, integrity and ease of use. Focus towards innovation and supporting best in class tactics in the contact centres.
  • Understand the interlock between the Enterprise Workforce Management System and contact centre routing systems (e.g. Genesys, Bold) and identify areas of risk and future opportunities for technology / efficiency improvements.
  • Collaborate and foster lasting relationships within the Customer Operations larger team – through regular scheduled touchpoints, insight debriefs and brainstorming sessions -- to set the stage for operations planning teams to have improved insights and forecasting in future quarters.

 

What you bring:

  • Must be able to interpret data, identify trends, and produce solutions to complex problems.
  • Bachelor’s degree in Computer Science, Design, Statistics, or related subject area required or equivalent work experience
  • Proficient in MySQL + MSSQL Development and Code, ability to fix MySQL Code and Design, including Stored Procedures, functions, tables, and constraints.
  • Strong understanding of ETL (Extract, Transform and Load) to troubleshoot and resolve File Loading failures
  • Knowledge of programming languages such as PHP
  • Advanced level of MS Excel skills with knowledge of functions and macros
  • Experience in data mining or data warehousing is a big plus but not required
  • Experience in Splunk programming language an asset
  • General Application Knowledge good to have: eWFM, Nice, Genesys Call Routing, Bold Chat, Intradiem, MyTIME, Genesys SIP and Quality Monitoring System.

 

As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.


Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.

 

 

Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Workforce / Scheduling
Requisition ID: 266014
 
Together, we'll make more possible, and these six shared values guide and define our work:

  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment

 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.
 
Posting Notes:  Corporate

 

 

 

Location: 

Toronto, ON, CA Kelowna, BC, CA Edmonton, AB, CA Richmond Hill, ON, CA Calgary, AB, CA Brampton, ON, CA Moncton, NB, CA Montreal, QC, CA Pickering, ON, CA Burnaby, BC, CA Kingston, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.


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