Manager Workforce Management

Job Details

Here are the Job details for your review:

Job Title: Business Analyst Expert

Duration: 8 Months (Possibility of extension)

Location: Montreal, QC (Hybrid)

Bilingualism: French and English required.

Description

• Lead workshops with diverse stakeholders at various levels and with varying expertise.
• Recommend solutions to optimize and evolve business processes and work organization.
• Conduct high-level and detailed impact analyses across all process aspects, with the support of experts (People - Process - Technology - Data).
• Model current and target business processes to ensure understanding of the transformation and identify the impact of change.
• Collaborate closely with IT teams by providing detailed documentation of the requirements that the development team must implement.
• Define, identify, and execute user test scenarios.
• Understand and apply best practices for identifying, articulating, classifying, and writing business requirements (functional, non-functional, informational, transitional), understanding the relationships between them, and ensuring their traceability.

Required Skills

• University degree related to the field and several years of relevant experience
• Experience in contact centers and workforce management
• Experience in end-to-end business process transformation, change management, and continuous improvement within a technology-driven ecosystem
• Strong ability to support, influence, and engage partners
• Strategic thinking, analytical, synthesis, and communication skills
• Knowledge of business process improvement and mapping: modeling (BPMN), Lean approach, and impact analysis (people, processes, technology, data)
• Knowledge of Agile methodology and collaborative tools (Scrum, Kanban, SAFe, JIRA, Confluence)
• Bilingualism: French and English required.