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| Position Type: | Full-time |
| Location: | London, ON |
| Date Posted: | Nov 16, 2021 |
Job Description
Planning Analyst
Description
As a result of continuous growth, StarTech.com is looking to add a Planning Analyst to join our Customer Service Department at our corporate office in London, Ontario.
Reporting to the Manager, Customer Service Operations, The Planning Analyst will be responsible for building reports, analyzing data, and providing recommendations on workforce management initiatives. The Planning Analyst will focus on operational metrics, scheduling, and documentation. This role will provide insight into trends and coordinate the schedule creation effort as well as schedule maintenance and updating.
What will you be doing?
- Driving exceptional Customer Service Operations, utilizing industry trends and best practices.
- Serve as a Subject Matter Expert (SME) on software functionality and Work Force management (WFM) tools.
- Responsible for activities including, but are not limited to forecasting, scheduling, shift preferences, and trend analysis.
- Creating the monthly master schedule for the team - scheduling holidays, new hire training schedules, planned events and ad hoc requests while making sure there is adequate coverage to meet the demands of our customers
- Queue Settings Administration - responsible for creating user profiles, configuring queue system settings, day-to-day queue management for the support teams.
- Reviewing processes and making recommendations to improve deflection and self-service with the goal of producing increased efficiency in the contact centre.
- Accountable for maintaining required procedural documentation or various reports, processes, and procedures for reference, and ensuring documentation is kept up to date.
- Identifying and reporting any trends and issues found through reporting
- Accountable for ensuring the accurate and timely completion of various daily, weekly, and monthly reports. Includes building and maintaining Power BI reports for the Customer Service Department.
Your Qualifications
- Experience in a contact centre workforce management role or formal training/certification. Note: WFM scheduling and forecasting tool is currently Excel.
- Advanced Excel skills are a must (pivot tables, formulas, Power Pivot, report creation).
- An analytical and highly detail-oriented mind with a focus on quality and accuracy.
- Strong time management and prioritization skills while maintaining flexibility to meet deadlines and ad hoc requests.
- Passion for data analysis and trend analysis.
Nice-to-haves
- Experience working with Power BI report creation.
- Familiarity with scripting languages such as Python would be an asset.
What’s in it for you?
- Comprehensive Benefit Plan and RRSP Matching
- Competitive Vacation Policy
- Fitness Subsidy
- Training and Development Program
- Paid Charity Day and Regular Company Fun Events
- Casual Dress Code – Jeans are allowed!
- Free Parking and Subsidized Employee Café
- StarTech.com Product Discount
- Bonus Plan
How to Apply--Please select the one that works best for you!
- Submit your resume in confidence by applying on-line directly to startech.com/careers
- Apply via our LinkedIn posting on our LinkedIn Careers Page
StarTech.com is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, StarTech.com will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.
About us
We are in the business of human-centered experiences starting with yours. We believe delivering on our promise of "hard-to-find, made easy" begins with an employee experience founded in opportunity, teamwork, empowerment, and curious minds always asking what if. Not only does our commitment to the exceptional deepen relationships with our partners and customers, it also ignites connection within our team.
Born and raised in London, Ontario, Canada and now taking on the world, we are a vibrant and growing tech company with a proven track-record of success. StarTech.com makes it easy for IT professionals around the globe to identify, find, get and use the hard-to-find connectivity parts they need to enable and enhance their technology solutions.
Operating in 23 countries globally, we are honoured to be named by Kincentric in 2019 as one of Canada’s “Best Employers” as well as “one of Canada’s fastest growing companies” for a ninth year in a row by “Profit 500”.
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