Reporting Analyst / Scheduler - WFM

Location:	Mississauga, Peel, Ontario, Canada
Job Type:	Permanent
Posted:	11th Jul 2007
Closing Date:	8th Aug 2007
Posted By:	Vonage Canada
Details:
Reporting Analyst / Scheduler - WFM Reporting Analyst / Scheduler Opportunity We are seeking individuals with a positive and friendly personality to join our Work Force Management Team. We are a different kind of company that treats its employees, customers and partners equally. 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? Then we want to hear from you. Reporting to the Manager Work Force Management – Customer Care, your duties and responsibilities will include: • Produce daily/weekly/monthly schedules for all lines of Business using Blue Pumpkin and /or any other software provided • Produce daily Attendance/ Absenteeism/vacation /Adherence/headcount/AHT/ reports and scorecards • Update and manage shift swap /time off/ requests • Provides analytical support for database management (i.e. analyzing incoming data sources, etc.) • Builds, manages and enhances database organization and user access methods • Conducts analyses of data to alert management on any trends, anomalies, and/or trends in performance • Develops Key Performance Indicator reports working with existing databases • Produces daily, weekly, and monthly reports • Work with operations team on problem resolution to ensure data integrity for all reports • Recommend and develop new processes, reports and enhancements as required • Works closely with Operations to identify operational anomalies, supported by cause and affect analysis • Assesses impact of new data designs and new reporting requirements • Research, analyze and recommend appropriate course of action based on KPI trends • Produce on-demand reports as required Do you have the right qualifications? Here's what we are looking for: Experience Qualifications Required • University Degree or College Diploma preferably in science/statistics /mathematics. • 4 to 5 years experience working in a Call Center Environment; • Clear understanding of basic workforce management principles... • Advanced knowledge of desktop applications (MS WORD, EXCEL, ACCESS, AVAYA, BRIO, CORONA) • Experience with Blue Pumpkin and /or other workforce management software will be a definite asset and is preferred Contact Information Company Name: Vonage Canada Corp Email Address: - apply below -

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