O2E Brands is looking for a Workforce Management Analyst to join our growing team! As part of the Sales Center Operations department, you will ensure that all the scheduling and reporting needs of our Sales Centre are met, and our customers get an exceptional experience getting in contact with us! Our Workforce Management Team was recognized by Genesys, a leader in telecommunication cloud, and received the CX Team Mobilizer award for our dedication to improve team engagement in 2022.

When we say It's All About People we mean it. We have created a hybrid work model that helps us get together to Collaborate, Celebrate and Connect while enjoying the flexibility of working where it makes sense for you. For this role's duty and responsibility we anticipate that you will be in the office 75% of time. - Monitor and adjust queues to ensure achievement of service level and abandon goals - Produce sales and operations reporting - Respond to and action requests from various different departments in our organization - Prepare coverage trackers and take action to ensure adequate staffing levels - Assess Intra-day reporting and under-time agents or request over time as needed

A Day In The Life

• Monitor and adjust schedules to ensure achievement of service level and goals
• Produce sales and operations reporting
• Respond to and action requests into the WFM group inbox
• Assess in the moment reporting and request over time as needed
• Work as part of a fun, dynamic team

What You Bring To The Table

• You are highly organized, analytical and relentlessly detail focused.
• You enjoy being part of a team and look for opportunities to roll up your sleeves and get the job done.
• You understand how your work impacts the organization and embrace new ideas to accomplish goals and solve problems.
• You thrive in a fast-paced and challenging environment.
• Strong communicator who seeks first to understand then to act
• Analytical disposition - Intermediate excel skills
• Hungry to learn
• Likes to problem solve
• Naturally seeks to improve systems
• Experience working with data, finance, and numbers
• Experience managing various queues in a multi-channel environment (inbound/chat/email/etc.)

COMPENSATION AND BENEFITS

• Salary $46,000 - $50,000 per annum (Actual salary offered will be commensurate with education, experience and internal parity).
• The Total Compensation Package includes Extended Health, Dental. Focus on your development through our professional development programs. Enjoy a variety of health and wellness initiatives, including access to gym facilities at our corporate head office. Speak to us to learn more about what we offer.

About Us

Did you know O2E Brands has been voted one of the Best Workplaces in Canada 13 times!? Take a sneak peek into why that is, here: (https://youtu.be/DJA02gMNU-0) Check us out on social! At O2E Brands we know that great talent comes in many forms and we want to meet you at your best. We will provide reasonable accommodations to applicants with disabilities at any time throughout the recruitment and selection process. Please reach out to our Talent Acquisition Team at [email protected] or notify the Talent Acquisition team member you are working with if unique arrangements will enable your equal participation.