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The Organization
LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has partnered with leading automotive manufacturers and dealerships across Canada to deliver award-winning F&I solutions. Dealer partnerships are complemented with the strong backing and support of their automotive manufacturing brands, which include BMW/MINI, Kia, Mazda, Volvo, Jaguar/Land Rover, Mitsubishi Motors, Polestar and Motorrad.
The Role
Reporting to the Operations team, the Senior Workforce Management (WFM) Analyst is responsible for forecasting, planning, and optimizing resources within the contact centre. This key role directly contributes to achieving service level targets and operational efficiency through data analysis, strategic planning, and continuous process improvement.
Key Responsibilities
Workforce Management Forecasting and Scheduling
- Generates volume and staffing forecasts with a target accuracy of +/- 5%, broken down by month, week, day, and interval to match resource needs with demand.
- Create and execute forecasting methods to improve accuracy and develop effective plans that achieve service level targets, including intraday performance.
- Responsible for creating and maintaining agent schedules that optimize coverage and meeting SLAs while supporting employee preferences, training, and compliance.
- Facilitation of shift bids, vacation bids and schedule recommendations as required
WFM Reporting and Process Governance
- Responsible for updating WFM related reports or producing adhoc WFM related reports and presentations, providing recommendations and actionable insights to improve SLA and staffing efficiency.
- Handles monthly reports and tracks headcount data, including attrition and shrinkage (Absences, STD, LTD etc.).
- Set up and maintain WFM tools based on CX requirements, establish related processes, and oversee headcount maintenance with the WFM tools.
- Responsible for creating and updating internal WFM processes to align with WFE/WFM polices, strategies and priorities.
Core Competencies
- Communication – Able to clearly and articulately present information in both spoken and written word.
- Collaboration – Develops positive relationships with others in order to build consensus, morale and commitment to goals and objectives.
- Innovation – Displays the ability to think outside of the box in order to develop creative and new solutions that meets current and future needs.
- Flexibility – Easily adapts to changing environment and resources.
- Productivity – Strives to consistently achieve excellence in all tasks and goals.
- Accountability – Takes personal ownership and responsibility for the quality and timeliness of work commitments and decisions
- Resilience - Responds well to pressure and the demands of daily life. Has flexibility durability, strength and speed of recovery.
- Continuous Improvement: Proactively identifies and implements data-driven enhancements to processes, tools, and practices to improve efficiency, accuracy, and service performance.
Required Skills:
- Strong communication and interpersonal skills
- Proficient with MS Office suite of products.
- Excellent organizational and time management skills.
- Excellent attention to detail
- Effective and efficient at multi-tasking
- Intermediate knowledge of workforce management software preferred
- Strong analytical, problem solving and decision-making skills
- Ability to effectively prioritize
Experience/Education:
- 3 years of experience specifically in Workforce Management forecasting, scheduling in mid-to-large, multi-site contact center operations.
- 3 years of experience working with WFM tools such as Verint, Impact360, Injixo, Calabrio, Empower WFM, InVision etc.
- 3 years working with in depth contact center metrics such as service level, KPI’s and other performance metrics to be able to provide and execute on insights and recommendations
- Contact Centre Industry WFM certification (Required)
- Advanced Microsoft Excel and product suite experience (Required)
- Post-secondary education in Business Administration or a combination of related experience (Desired)
- Previous Insurance administration and/or Automotive Industry experience is an (Asset)
- Bilingual (Written and Oral) in French and English (Asset)