Real Time Analyst

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Job Title:
Real Time Analyst
Position ID:
J1019-0292
Job Type:
Permanent Full Time
Division:
Operations
Region:
Mississauga/Oakville
Posting Language:
E
Job Category:
Operations
Number of Positions:
1
Closing Date:
25/10/2019

Keeping You Moving

RSA is one of the world’s leading multinational insurance groups with over 300 years of experience and over 20 million customers worldwide.

Our people are committed to building a dynamic internal culture where our people love what they do and feel motivated to keep things moving – for customers, for their colleagues and as part of their own growth and development.

In RSA, employing positive people is how we achieve success. You will be working in an environment that encourages you to do great work and you constantly will be faced with fresh challenges that have a direct impact on our business. We believe your personality and passion will keep RSA and our business moving forward.

At RSA we have a culture that supports and rewards high performance with a competitive reward policy for top performers. Our rewards package includes competitive compensation, work / life balance, opportunities to learn and the chance to make a difference working for a worldwide industry leader.

At RSA Canada, our purpose is to Make Life Better Together and we do that every day through our commitments to our people, our customers and our partners. We are committed to fostering an inclusive, fair, and accessible environment where every team member has the opportunity to reach their full potential and where everyone feels comfortable being their true selves. We hire on the basis of merit and we are committed to inclusive, barrier-free recruitment and selection processes, as well as equal access to training and promotion opportunities.

Position Overview:

This role involves carrying out a full range of analytical and incident management activities to support the effective daily operation of the business. A key part of the role is the Real Time Management of operational demand versus capacity working closely with the Operational, Planning and Forecasting team, to understand, anticipate and respond to Real-Time demands and incidents. You will have good analytical and problem solving skills, and able to communicate detailed and sometimes complex information while maintaining positive relationships with stakeholders

Who you are

Your enthusiasm is infectious. You challenge the status quo. You find solutions to problems. You go the extra mile to exceed customers’ expectations. You get things done the right way. You represent our brand with passion and pride. You are a team player. You have fun and you make work fun for those working around you.

What you will achieve in this role

Responsibilities will include:
- Coordinates appropriate staffing allocation and availability of customer facing staff in order to achieve service level objectives.
- Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
- Administers volume contingency action plans as deemed necessary and appropriate.
- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
- Facilitates real-time discussions with necessary stakeholders.
- Completes root-cause analysis to determine and quantify reasons for forecast variance.
- Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests, as required by senior stakeholders.
- Ensures that all reports originating from the department are accurate and reliable. Applicable to entire team as a requirement not necessarily job spec.

What you bring to this role

- College desired with mathematical or statistical course work
- Minimum of one (1) year of experience in a multi-channel call center environment
- Minimum of one (1) years of experience in trend analysis
- Experience working with Spreadsheets with intermediate formula application and database software; e.g. Excel is required
- Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software

Other Information

Applicants agree that by providing personal information in response to this ad, and otherwise in any recruitment process with RSA or its affiliated companies (the “Company”) such personal information may be retained and used for a period of one (1) year from the date of this application, for the purpose of consideration for employment opportunities which may arise during that time period, unless an applicant notifies the Company to the contrary.

We thank all applicants. However, only those selected for an interview will be contacted.

We invite you to learn more about us at our Career Site, www.rsagroup.ca, where you can apply on line.

RSA group of Companies is strongly committed to diversity and welcomes applications from visible minority group members, women, Aboriginal persons, and persons with disabilities, members of the LGBT community, and others who may contribute to the further diversification of ideas.

RSA group of Companies will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

If you have difficulty using our online application system and you need an accommodation due to a disability, please email AODA@RSAGROUP.CA or call us at toll free 1 (800)-855-0511. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Applicants agree that by providing personal information in response to this ad, and otherwise in any recruitment process with RSA or its affiliated companies (the “Company”) such personal information may be retained and used for a period of one (1) year from the date of this application, for the purpose of consideration for employment opportunities which may arise during that time period, unless an applicant notifies the Company to the contrary.

Johnson is an equal opportunity employer. We thank all applicants for their interest. However, only those selected for an interview will be contacted.