●MIS Reporting, Forecasting, Scheduling, and Roster management

●Manage the call volume, daily attendance and program break schedules

● Assist with the creation of metrics and targets for services

●Work closely with the operations team to analyze and help improve their delivery processes

●Generate ideas for process and service improvement planning

●Produce daily, biweekly and monthly internal reports

●Use trends and reports to forecast requirements

● Assist with projects and other duties as requested or assigned

Skills and Qualifications:

●Demonstrate sound work ethic

●Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and

Email

● VBA macros an asset

●Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset

● Ability to create reports in Excel and forecast results

● Attention to detail and high level of accuracy

● Ability to multitask, focus and complete reports for extended periods of time

●Previous call center experience required

●Previous Work Force Management experience is considered an asset