Job Title: Resource Planning Analyst
Company: Shaw Cablesystems
Job Category: Workforce
Work Location: Calgary, Alberta, Canada
Employment Type: Full-time
Position ID: J0813-0038
Deadline: 20/08/2013
Job Description:
Imagine a world where you are connected to millions of people. Where being connected means bringing new technology to life. Where we make things happen when we work together. Just imagine what being on the leading edge of technology could do for you, for everyone! At Shaw we believe a diverse workforce fosters diversity of thought and perspective, and more diversity means more solutions. We invite all qualified individuals to apply.
Shaw is a family-oriented, Canadian owned business with over 14,000 employees across the country, providing services to more than 3 million customers with top quality cable TV, Internet, digital phone, direct-to-home satellite services, and programming including Global Television and 19 of the country’s most popular specialty channels.
Career Opportunity: Resource Planning Analyst
We have an exciting opportunity with our Workforce team as a Resource Planning Analyst reporting to the National Manager, Workforce Management! The successful candidate will be accountable for fulfilling the following within our Customer Care Department. Responsible for the correlation between customer demand and resource capacity via the gathering of historical operational data, current & future operational trends and many other operational initiatives as required to meet our future sales and marketing forecasts/targets, then communicating the variances and trends throughout Shaw’s leadership teams
Accountabilities:
• Develop, implement and manage the forward looking resource requirements and forecast needs for Shaw’s call centre workforce.
• Partner with various departments including, marketing, sales and product development, to gather and analyze call driving impacts as well as planning for product, and promotional deployment activities.
• Coordinate with business partners in Customer Care, Human Resources, and Corporate Communications to identify, analyze and plan for call centre resource impacting activities
• Develop, implement and manage the reporting of long term capacity planning models to ensure that hiring needs are met to meet service level targets of the organization
• Provide recommendations for resource planning based work load
• A positive, can do attitude and customer focus approach that will enable you to deal with challenging situations with integrity, empathy and sincerity
• Various other duties as needed
Required Skills, Experience and Qualifications:
• High School or post secondary diploma or equivalent
• Minimum of 5 years of experience in Workforce Planning experience required
• Minimum of an intermediate knowledge of MS Excel and a working knowledge of database management applications (Macro/VBm, MS Access, SQL).
• Highly developed personal planning and organizational skills; negotiating, initiating, planning and organizing activities simultaneously with a project as well as with multiple projects in parallel
• Professional and confident leadership style; able to interact effectively with individuals across all levels
• Demonstrated leadership skills and ability to share information to convey needs and strategic direction
• Strong conceptual and analytical skills. Ability to interpret data and generate innovative solutions
• Strong delivery and creation of presentations to leaders at all levels within the organization
How to Apply: Click here
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