Intraday Analyst

JOB SUMMARY

The mandate of the Transit Customer Systems and Planning Service is to provide customer service, service planning, and technology and control systems support for OC Transpo, geared to providing excellence in customer service delivery to 100 million transit customers per year by means of conventional bus, para transit and rail operations. Transit Customer Service is responsible for delivering a broad range of program areas and services related to Marketing/Branding, Sponsorship/Advertising, Customer Service, Information, Fare Sales and Operations, Community Relations, and Internal Communications. 

You: ensure adequate customer service resources are scheduled, using the Teleopti or other scheduling system, in the client service centre in order to manage predictable volumes of customer service requests based on historical trends; forecast inbound and outbound demand at a daily level and provide guidance on intraday patterns and share with program manager; produce weekly schedules and balance conditions; collaborate with the client service centre supervisors and exchange information on schedule changes; manage the relationship with customer service representative agents regarding scheduling questions; analyze actual results and connect them with the original plan; collaborate with Business Analysts in  forecasting/performance reporting; manage live queue SLA and skillset; and contribute to the presentation of results to Operations teams on operational performance, and provide solutions for improvement.

You are also responsible for: analyzing ad-hoc requests that influence supply and demand, securing replacement staff sometimes on short notice and managing leave/vacation schedules; coordinating information related to the Attendance Management program and informing supervisors of attendance issues and trends; assisting with payroll issues, auditing overtime and other scheduling/staffing related activities for the management team; and acting as a workforce management Subject Matter Expert (SME) on cross-functional project teams, identifying areas of improvement and proposing recommendations.

EDUCATION AND EXPERIENCE

Completion of 2 year community college diploma in Business Administration or a related field 

Minimum of 5 years of experience in data management, analysis and reporting, working with a scheduling function and related systems associated with activities in a 24/7 customer service operation, as well as financial, human resources and business-related information, and experience with administrative and office management practices.

CERTIFICATIONS AND LICENCES

KNOWLEDGE

• Database applications and other computerized applications including word processing, database and statistical data software, presentation software and SAP
• Knowledge of MS Office suite, with a high proficiency in Excel
• Data management and analysis techniques
• Knowledge of workforce management tools and practices
• Scheduling models in a 24/7 customer service response environment, and emerging best practices 
• City of Ottawa collective agreements and corporate policies, procedures and initiatives relating to the work (such as the Employee Assistance Program, the Attendance Management Program)
• Business rules, processes and workflows
• The operations, values, culture and organizational structure of the Client Services branch, including the unique operational requirements and demands placed on the call centre and client service areas as the first point of contact for the citizens of Ottawa.  
• The operations, programs, services and organizational structure of Service Ottawa 
• Shared services practices and procedures
• Knowledge of applicable health and safety legislation, including the rights and duties of workers.

COMPETENCIES, SKILLS AND ABILITIES

• Strong planning, organizational, time management, and analytical skills 
• Excellent analytical skills and keen attention to detail, including the ability to analyze trends and make meaningful business recommendations 
• Able to establish and maintain effective relationships throughout the organization 
• Able to follow direction and leadership in a fast-paced environment 
• Thrives in a fast-moving environment with a high tolerance for change 
• Able to accurately identify and solve problems 
• Coordinate, compile and analyze data for reports
• Work cooperatively and collaboratively with cross-functional teams
• Work in an environment with changing priorities and multiple demands
• Strong technological skills and aptitude
• Effective organizational skills
• Strong communication and interpersonal skills
• Ability to manage multiple demands and changing priorities
• Motivated and enthusiastic team player who can work well under pressure 
• Self-starter with demonstrated leadership and negotiation skills
• Demonstrated initiative
• Sound judgement, discretion, tact and diplomacy
• Client-service oriented in dealing with management and staff
• Organized, efficient and productive in carrying out responsibilities
• Capable of multi-tasking, managing multiple priorities and tight deadlines
• Contributes to team work and works collaboratively with others
• Innovative and results-oriented approach to service delivery strategies and problem solving
• Ability to work with minimal supervision and direction