Analyst, Workforce Management (Intraday)

Position Description:

CGI – Payroll Services Centre (PSC) offers all-in-one cloud-based solution that simplifies Payroll and Human Capital Management. We are proud of our privileged relationships with clients, and their satisfaction rate is very high.
Every day, our partners help hundreds of customers pay their employees in different industries. In this role, you will contribute to the success of local businesses within a dynamic team, with over professionals and 62, customers!
We are looking for a reliable and motivated individual. Are you ready to play a key role?

We are ready for you:
- Weekday schedule, for a better work-life balance
- Work environment recognized as one of the best in the Canada (Great Place to Work certified);
- Employee Assistance Program, Health and Wellness program, comprehensive insurance coverage, financial assistance for your job-related studies;
- Career development supported by a professional development plan;
- Access to our Share Purchase Plan and Profit Participation Plan as of your first day with us;
- Benefits that fit your needs: Flexible insurance plan, telemedicine, and more!

Your future duties and responsibilities:

Within the Workforce Planning and Optimization team, the role of the Analyst – Workforce Management (Intraday) member is to support, using the Verint® solution, the Payroll Service Centre Operational teams to achieve their service level objectives and maximize their efficiency, while fostering the production of flexible schedules for their members.
On a typical day, you will:
- Attend daily and weekly workforce review meetings with the Operational teams, detailing the previous and current week's performance as well as the forecast for the upcoming week, while also identifying risks;
- Optimize workforce contribution by modifying the call transmission competencies to increase levels of service;
- Update issue-by-issue schedule changes;
- Monitor, in real-time, adherence alerts and agent performance reports;
- Manage requests in the team’s email inbox and respond to the Operational teams’ communications in the Microsoft Teams application;
- Suggest and accommodate offline activities to increase occupancy;
- Update overtime availability as required;
- Communicate identified risks to the Operational teams.

Required qualifications to be successful in this role:

- Knowledge of the operational activities and processes of a service desk;
Solid understanding of workforce and SLA management, as well as forecasting and planning models;
- At least one year of experience at a service desk in a similar position;
- Knowledge of Verint or other WFM applications (IEX, Aspect, Genesys, Calabrio, etc.);
- Knowledge of the Genesys contact center solution (asset);
- Ability to develop and maintain effective relationships with the Operational teams;
- Proficiency in Microsoft Office tools (Word, Excel and PowerPoint);
- Strong analytical, communication and organization skills;
- Ability to work in a team setting while demonstrating self-sufficiency and independence;
- Excellent verbal and written communication skills in both English and French.

CGI provides a reasonable estimate of the salary range for this position. The calculation of this range depends on various factors, including skill level, geographic market, experience, education, as well as professional licenses and certifications. Compensation decisions are based on the specific circumstances of each individual case. A reasonable estimate of the salary range for this position is between $60, and $,. This position is currently vacant.

Skills:

• English
• French
• Analytical Thinking
• Canadian Payr.Legisl. (Quebec)
• Communication
• Customer Service & Support
• Problem Solving