Workforce and Reporting Analyst

Columbus IN
, 
United States
28 juni 2023

About us

Dorel Industries Inc. (TSX: DII.B, DII.A) is a global organization, operating two distinct businesses in juvenile products and home products. Dorel’s strength lies in the diversity, innovation, and quality of its products as well as the superiority of its brands. Dorel Juvenile’s powerfully branded products include global brands Maxi-Cosi and Tiny Love, complemented by regional brands such as Safety 1st, BebeConfort, Cosco, and Infanti. Dorel Home, with its comprehensive e-commerce platform, markets a wide assortment of domestically produced and imported furniture. Dorel has annual sales of US$1.7 billion and employs approximately 4,200 people in facilities located in twenty-two countries worldwide.

Your mission

The Workforce and Reporting Analyst assigns and schedules agents appropriately to match queue and channel demands to maintain operational efficiency and effectiveness in the Dorel contact center.  This position aids the contact center in anticipating peak times and assign the right number of agents at the right times, boosting consumer satisfaction and agent commitment.

 

  • The Workforce and Reporting Analyst creates and manages agent schedules based on availability, ensures agent schedule adherence, and forecasts call volume for the Dorel Consumer Care contact center.
  • The Workforce and Reporting Analyst manages multiple channels and confirms all channels have the maximum coverage based on volume utilizing the available staff.
  • The Workforce and Reporting Analyst provides reporting and department trends to the leadership staff utilizing the contact center’s current telephony system (Talkdesk) and CRM (Salesforce Service Cloud) and leads Dorel Juvenile Consumer Care contact center’s workforce management tasks, reporting, and analysis, and workforce management efforts to provide efficient and effective service levels.
  • The Workforce and Reporting Analyst is responsible for all Workforce Management tasks within the center. Key responsibilities include agent scheduling, forecasting, reporting, queue monitoring, assessing and optimizing staffing to meet performance goals.
  • The Workforce and Reporting Analyst will also be responsible for additional reporting requirements such as, agent dashboards and stats reporting utilizing Talkdesk, Salesforce Service Cloud and Power BI and provide support with Salesforce and Talkdesk Admin tasks.

Key responsibilities

  • Collect and analyze data to initiate, recommend, and develop improvements around agent skills, enhanced consumer service, increased productivity.
  • Develop reporting based on analyses and contact center trends. Collaborate with the Consumer Care leadership team to leverage reporting and analytics results to aid in real-time management, forecasting, scheduling.
  • Develop forecasts based on historical data, trends, etc.
  • Develop schedules to optimize contact center performance based on current and available staff ensuring adequate coverage and taking into consideration agent vacations, meetings, training, call outs, and appointments.
  • Continuously update scheduling to ensure adequate daily resource coverage by consistent channel monitoring.
  • Manage schedule trade requests for posted schedules. (Summer Friday’s, etc.).
  • Stats reporting and other reports as needed (i.e., Power BI).
  • Develop and maintain agent dashboards.
  • Salesforce and Talkdesk Admin Tasks as needed.

Your profile

Education, Licenses, and/or Certification Requirements:

  • Bachelor's degree or equivalent work experience within a contact center

Experience and Skills

  • 2+ years’ experience as analyst providing reporting, trending, and analysis
  • 2+ years WFM experience with forecasting and scheduling
  • Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner
  • Strong organizational and time management skills
  • Great attention to detail
  • Strong mathematical, analytical, and critical thinking skills
  • Excellent writing skills
  • Experience using Microsoft Excel, PowerPoint, Word

Are you ready to grow with us?

All of our talented employees share the same mission: to Care for Precious Life. We help families live carefree lives by providing them with juvenile products with the highest safety and comfort standards. Our frontrunner mentality matches our position as a global market leader. Being first means we forge our own path, we explore new ways to enhance our brands. We are continuously reinforcing our leading position and believe that team spirit, personal drive, and accountability can make a real difference in achieving sustainable growth. 

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