Top Benefits
About the role
What we will offer you:
Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.
Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Safety Focused: We care about you and have committed to a zero-harm workplace.
Reporting to the North American Workforce Management Manager, the Workforce Analyst is part of a team responsible for real‐time monitoring, measuring performance to forecasts, and projecting future requirements based on historical data for sites located in Canada and the US. This role is responsible for ensuring adequate staffing levels across the various teams and sites to achieve our contact centre targets while enabling a positive employee and customer experience.
This position operates in a hybrid work from home environment.
What you'll do:
- Design agent schedules to achieve metrics and efficiency targets
- Monitor inbound contact centre volumes real-time and adjust resourcing accordingly
- Proactively make recommendations and implement measures to meet metrics while analyzing past and current performance to proactively implement schedule adjustments in response to daily variations to plan (i.e. intraday management
- Provide sound analytical advice on trending and forecast to provide guidance as to future staffing requirements
- Plan and adapt to seasonal and project related volume variations
- Monitor and manage WFM resources including handling inbox requests, administering shift and vacation bids
- Schedule all offline activities (trainings, meetings, coaching, etc) while being mindful of staffing levels
- Add, subtract, and modify skillsets in the IVR for agents
- Maintain/develop reports and dashboards using a combination of tools/platforms including SQL, Excel and Power BI
- Participating in daily touchpoint to provide updates on metrics while voicing areas of concern or opportunities with contact center teams
- Work collaboratively with management to plan and execute staffing plans to achieve metrics
- Interact with agents, leaders and training to optimize “downtime” periods to develop agents and upgrade skills
- Providing management intraday reporting/daily recaps throughout the day on how teams are performing
What you bring:
- College diploma, University degree or certification preferably in a related field
- Minimum of 2 years experience in reporting, forecasting, analysis and scheduling
- Proven ability to analyze data trends and make recommendations based on the findings
- Strong understanding of Workforce management in a contact centre
- Understanding of a multi-channel, multi-shift , 24/7 operation
- Strong proficiency in Excel, VBA, Power BI and SQL
- Demonstrated ability to make decisions in a fast paced environment under changing conditions
- Proven organizational skills, with ability to prioritize and multi-task while meeting deadlines
- Highly self-motivated, ability to work independently, as well as within a team
- Strong interpersonal and communication skills to convey statistical data and collaboratively problem solve
- Experience in Workforce Management Scheduling software is required
- Ability to work with remote sites while in a remote management model
Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.
"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at aoda_hr@superiorpropane.com to let us know how we can enhance your experience."
About Superior Propane
Superior Propane is Canada's largest provider of propane and related equipment and services for commercial, agricultural, mining, oil and gas, and residential customers. Superior provides service from more than 200 strategically-located facilities and offices to efficiently serve nearly 200,000 customer locations virtually anywhere in the country. In business since 1951, Superior employs more than 1,500 people and delivers over 1.5 billion litres of propane annually.
As part of the Energy Distribution Division of Superior Plus LP, Superior provides dependable energy solutions through the procurement and delivery of a secure propane supply.
We are focused on providing technical innovations that add value to our customers, such as wireless tank level monitoring and tracking as well as online account management through mySUPERIOR.
Supérieur Propane est le plus grand fournisseur de propane, d’équipement et de services connexes du Canada destinés aux clients résidentiels et commerciaux ainsi qu’à des clients des secteurs de l’agriculture, des mines, du pétrole et du gaz. Supérieur offre des services à partir de plus de 200 installations et bureaux situés à des emplacements stratégiques afin d’offrir une prestation de services efficace à près de 200 000 emplacements de clients, pratiquement n’importe où au pays. En affaires depuis 1951, Supérieur Propane emploie plus de 1 500 personnes et livre plus de 1,5 milliard de litres de propane chaque année.
Partie intégrante de la division Services énergétiques de Superior Plus, sec, Supérieur Propane propose des solutions énergétiques fiables en fournissant et livrant un approvisionnement en propane sûr.
Nous nous concentrons à offrir des innovations techniques qui ajoutent de la valeur pour nos clients, comme la surveillance sans fil du niveau de réservoir ainsi que la gestion de compte en ligne, par le biais de notre site monSUPÉRIEUR.
Top Benefits
About the role
What we will offer you:
Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.
Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Safety Focused: We care about you and have committed to a zero-harm workplace.
Reporting to the North American Workforce Management Manager, the Workforce Analyst is part of a team responsible for real‐time monitoring, measuring performance to forecasts, and projecting future requirements based on historical data for sites located in Canada and the US. This role is responsible for ensuring adequate staffing levels across the various teams and sites to achieve our contact centre targets while enabling a positive employee and customer experience.
This position operates in a hybrid work from home environment.
What you'll do:
- Design agent schedules to achieve metrics and efficiency targets
- Monitor inbound contact centre volumes real-time and adjust resourcing accordingly
- Proactively make recommendations and implement measures to meet metrics while analyzing past and current performance to proactively implement schedule adjustments in response to daily variations to plan (i.e. intraday management
- Provide sound analytical advice on trending and forecast to provide guidance as to future staffing requirements
- Plan and adapt to seasonal and project related volume variations
- Monitor and manage WFM resources including handling inbox requests, administering shift and vacation bids
- Schedule all offline activities (trainings, meetings, coaching, etc) while being mindful of staffing levels
- Add, subtract, and modify skillsets in the IVR for agents
- Maintain/develop reports and dashboards using a combination of tools/platforms including SQL, Excel and Power BI
- Participating in daily touchpoint to provide updates on metrics while voicing areas of concern or opportunities with contact center teams
- Work collaboratively with management to plan and execute staffing plans to achieve metrics
- Interact with agents, leaders and training to optimize “downtime” periods to develop agents and upgrade skills
- Providing management intraday reporting/daily recaps throughout the day on how teams are performing
What you bring:
- College diploma, University degree or certification preferably in a related field
- Minimum of 2 years experience in reporting, forecasting, analysis and scheduling
- Proven ability to analyze data trends and make recommendations based on the findings
- Strong understanding of Workforce management in a contact centre
- Understanding of a multi-channel, multi-shift , 24/7 operation
- Strong proficiency in Excel, VBA, Power BI and SQL
- Demonstrated ability to make decisions in a fast paced environment under changing conditions
- Proven organizational skills, with ability to prioritize and multi-task while meeting deadlines
- Highly self-motivated, ability to work independently, as well as within a team
- Strong interpersonal and communication skills to convey statistical data and collaboratively problem solve
- Experience in Workforce Management Scheduling software is required
- Ability to work with remote sites while in a remote management model
Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.
"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at aoda_hr@superiorpropane.com to let us know how we can enhance your experience."
About Superior Propane
Superior Propane is Canada's largest provider of propane and related equipment and services for commercial, agricultural, mining, oil and gas, and residential customers. Superior provides service from more than 200 strategically-located facilities and offices to efficiently serve nearly 200,000 customer locations virtually anywhere in the country. In business since 1951, Superior employs more than 1,500 people and delivers over 1.5 billion litres of propane annually.
As part of the Energy Distribution Division of Superior Plus LP, Superior provides dependable energy solutions through the procurement and delivery of a secure propane supply.
We are focused on providing technical innovations that add value to our customers, such as wireless tank level monitoring and tracking as well as online account management through mySUPERIOR.
Supérieur Propane est le plus grand fournisseur de propane, d’équipement et de services connexes du Canada destinés aux clients résidentiels et commerciaux ainsi qu’à des clients des secteurs de l’agriculture, des mines, du pétrole et du gaz. Supérieur offre des services à partir de plus de 200 installations et bureaux situés à des emplacements stratégiques afin d’offrir une prestation de services efficace à près de 200 000 emplacements de clients, pratiquement n’importe où au pays. En affaires depuis 1951, Supérieur Propane emploie plus de 1 500 personnes et livre plus de 1,5 milliard de litres de propane chaque année.
Partie intégrante de la division Services énergétiques de Superior Plus, sec, Supérieur Propane propose des solutions énergétiques fiables en fournissant et livrant un approvisionnement en propane sûr.
Nous nous concentrons à offrir des innovations techniques qui ajoutent de la valeur pour nos clients, comme la surveillance sans fil du niveau de réservoir ainsi que la gestion de compte en ligne, par le biais de notre site monSUPÉRIEUR.