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Location

Waterloo, ON | Canada

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Job description

Are you eager to gain some experience in the financial services industry and have great administration skills? Do you have previous contact centre scheduling experience? If so we have the role for you!

We are currently looking for an Analyst-Contact Centre Scheduler to join our client, one of Canada's largest insurance and financial services companies.

This role is open to candidates in Toronto, Montreal, or Waterloo locations. Hybrid work schedule require commute to the office at least once a week.

Shift timings: Monday to Friday 8:00am-8:00pm

Advantages
● Work for one of Canada's largest insurance and financial services companies
● Hybrid work schedule - potentially once a week in the office
● Toronto, Montreal, or Waterloo location
● Work with a friendly and easy-going team
● 10-months contract
● Pay Rate: $25/hr
● Start date is January 8th, 2023

Workers placed through Randstad are eligible for preferred rates on health, dental, and life insurance.
This Value-add program will provide a wide range of options to suit your needs.

Responsibilities
As a Analyst-Contact Centre Scheduler, your duties will include but not be limited to:

● Analyzing, optimizing, & maintaining daily and weekly Customer Care Representative (CCR) work
schedules
● Monitoring, analyzing and recommending changes for incoming volume, staffing levels and
routing strategies
● Providing daily feedback of site-specific events to CCC leadership
● Supporting intraday touch-points by providing information and recommendations to the CCC
leaders based on data
● Supporting on responses and actions in emergency situations
● Analyzing tracking and reporting on trends, providing solutions or courses of action
● Ensuring System maintenance and maintain up to date information in various databases
● Raising workflow concerns in a timely fashion to your direct manager or other operational
leaders and provide recommendations on solutions
● Optimizing and documenting internal process and knowledge
● Responding and consulting on CCC Operations requests

Qualifications
● Knowing IEX, Genesys CME technologies are required
● 2-3 years of prior experience
● Excellent Excel knowledge
● Must have WFM skills
● Enhanced Reliability Clearance is required
● Discover, analyze and solve problems using data
● Continuous improvement oriented
● Value open and honest feedback
● Be a strong team player
● Multitask proficiently in a fast paced, performance driven environment
● Adapt quickly and comfortably to change
● Handle stress in a high pressure environment
● Attention to detail with strong documentation and follow up skills
● Strong and effective verbal and written communication skills
● Knowledge of Call Centre technologies and best practices
● Call center forecasting and resource planning
● Understanding of queuing theory and call center mathematics

Must be able to obtain Enhanced Reliability Clearance

Summary
If you are interested in Analyst-Contact Centre Scheduler, please apply online at

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process. show more

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Job tags

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Salary