Randstad, the world's leading partner for talent, is hiring a Workforce Analyst to support our Randstad Professional Talent Solution.
The Workforce Analyst will provide day-to-day leadership and management to ensure that clients receive the highest level of quality service in a timely and cost-effective manner, management of account P&L, client relationships, account management, team management, and people development. The Manager will oversee all site operations and is responsible for the growth and development of account teams. In this collaborative role, the Managers' business acumen will be used to manage account revenue up to $10 million.
What you get to do:
- Run a high-volume call center client on a daily basis
- Work closely with data, be client facing, establishing a high level partnership
- Ensure exceptional performance in payroll, productivity, profitability, and service level
- Listen to understand the needs of key decision-makers
- Provide tailored services that delight our clients
- Work closely with the account team to ensure efficiency and effectiveness
- Deliver effectively with fixed flexible workforce pool
- Meet with the account team regularly to evaluate the execution of the concept
- Improve performance by using data to understand the status of deliverables
- Deliver from an extensive understanding of the client's business, strategic direction, and process
- Partner closely with the account managers to ensure healthy business outcomes
- Ensure compliance and coordinate efforts pertaining to all employment faucets
What you need to bring:
- Minimum 3+ years in high volume call center recruiting
- 2+ BPO call center experience in a workforce analyst/ managerial role
- Strong knowledge of call centre related KPI, SLAs (quality metrics)
- Be an effective coach/trainer ( to help put the data into perspective for the team)
- Prior knowledge of call centre-related softwares
- Previous experience hiring in different provinces, knowledge on labour laws
- Demonstrated ability to manage and resolve complex client situations
- Unsurpassed level of professionalism and ability to communicate at all levels
- Strong organizational, analytical, and problem-solving abilities
- An approach that is motivated by the challenge of that environment - You like to WIN!
- Demonstrated ability to present business reviews and workforce strategies to client groups
- Exceptional follow-through is mandatory!
- Proficiency using Microsoft and google tools
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada’s workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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