Job title: Real Time Analyst

Company: Aviso Wealth

Job description: Aviso Wealth:

At Aviso Wealth, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso Wealth has to offer at .

The Opportunity:

We’re looking for a Real Time Analyst (RTA) to join our Customer Service Experience WFM team.

Your role will be required to regularly perform essential duties on behalf of the company from your assigned Aviso office. Your role is considered medium flexibility, requiring you to work onsite 1-3 days per week at our office at 151 Yonge Street, Toronto, ON.

Reporting to the Senior Manager of Workforce Management, you will be responsible for real-time monitoring of queues across multiple lines of business to help make real time and future recommendations to scheduling practices to ensure cost and KPI goals are attained. Analyze service level real time by monitoring all intraday call volume related activities and optimizing resources allocation and adjust skill priorities as needed. You will support and champion the development of the WFM team to strengthen the Service Centre’s overall performance, including best practices, lessons learned, success stories, etc. This requires strong relationship building and collaboration with the Service Centre Leadership Team. This is a key role in ensuring we can transform and innovate how Customer Service Experience is done at Aviso.

Who you are:

• Service – You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

What your day looks like:

• Monitor, analyze and make recommendations as needed for incoming volume, staffing levels and routing strategies
• Support intraday touch-points by providing real-time updates to the leadership team regarding queue management and performance updates to hit KPIs
• Assist with producing daily, weekly, and monthly internal reports
• Monitor KPIs metrics and provide regular analytics, trend reports and feedback to upper management to communicate progress, achievements, and areas for improvement
• Monitor and track all extra hours and overtime worked, while also planning for unplanned time offs and adjusting workloads to ensure minimal impact to KPIs
• Collaborate with the Leadership Team to stay up-to-date on flex resource requirement
• Monitor individual staff adherence to scheduled activities
• Handle all emails that come into the WFM inbox
• Respond to requests accurately and in a timely manner
• Optimize and document internal processes
• Fail fast and learn even faster
• Assist with projects and other duties as requested or assigned

Requirements

Your experience and skills:

• Must have 2+ years of experience in a contact center environment
• 1+ years previous experience in a Workforce Management role as an RTA or Analyst
• Understanding of industry standard metrics and real time reporting tools
• Excellent at listening, making people feel heard and valued
• Excellent communication, presentation and interpersonal skills to build relationships across a variety of organizational levels
• Strong organizational skills to prioritize your work and projects, with the flexibility to adapt to meet changing business needs
• Someone who is not afraid to ask others for help when needed
• Not territorial or worried about looking good but would rather everyone look good together
• Someone with a strong work ethic who leads by example – you work hard, play hard and expect nothing less from those around them
• Advanced level of proficiency in Microsoft Excel (advanced formulas, etc.), Word and Outlook
• Attention to detail with strong documentation and follow up skills
• Fluent communication skills in English are required and bilingual skills in French is an asset

Additional Assets

• Experience with Genesys
• Knowledge of Call Centre technologies and best practices
• Experience with planning and scheduling tools
• Understanding of queuing theory and call center mathematics

Benefits

Why Aviso Wealth?

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Equal Employment Opportunity

Aviso Wealth welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services supplier for the Canadian financial industry, with over $120 billion in total assets under administration and management, and over 1,000 employees. We’re building a technology-enabled, client-centric wealth management ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors.

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $52,000 – $63,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.

Expected salary: $52000 – 63000 per year

Location: Toronto, ON

Job date: Wed, 21 Feb 2024 23:40:11 GMT