Official Internal Job Title: Workforce Planning Technician Status: Regular Job Description: En tant que technicien(ne) en planification des effectifs - gestion en temps réel, vous serez responsable de fournir un soutien aux centres de contacts clients pour la gestion des horaires et de la vigie en temps réel. Vous serez également responsable de la coordination des activités hors ligne planifiées et non planifiées et vous devrez vous assurer de livrer une expérience client distinctive. Vous agirez à titre de personne-ressource auprès de différents intervenants dans l'organisation. Vous vous réaliserez dans les fonctions suivantes: Gérer l’achalandage en temps réel en respectant les indicateurs établis et effectuer les recommandations auprès des intervenants des différents secteurs afin que les indicateurs de qualité de service soient rencontrés. Analyser les tendances d’appels de la journée et réviser les intervalles à venir. S’assurer que le volume des activités et la durée de celles-ci sont conformes aux prévisions et au besoin ajuster la stratégie et activer les plans d’intervention. Réaliser la mise à jour et publier différents rapports d’indicateurs de performance en soutien aux opérations des secteurs. Participer à la création des horaires, à la publication et l’évolution des formats. S’assurer du bon fonctionnement des outils et des systèmes de planification des effectifs et des centres de contacts clients. Activer le plan de contingence. Vos talents et vos qualifications : Diplôme d'études collégiales, option administration ou formation équivalente. Une année d’expérience dans un centre de contacts clients un atout important. Connaissance d’IEX, de Verint ou de tout autre système de planification des effectifs (un atout). Connaissance du fonctionnement d’un centre de relations clients et bonne compréhension des systèmes téléphoniques et de l’acheminement des appels (Genesys, Cisco, etc.) (un atout). Connaissance d’un système DAA (distribution automatique d’appels) en centre d’appels (un atout). #LI-Hybrid #S2 Beneva is an equal opportunity employer, so we encourage all Women, persons with disabilities, Indigenous people as well as visible and ethnic minorities to apply. Purpose : True to its purpose, Beneva places people at the heart of its actions and contributes to the well-being of the community. It accompanies its clients in all stages of their lives, both for their insurance and for their financial services. Follow us on Instagram ! @beneva.ca We put people first. We support them through all stages of their life by giving them peace of mind and we contribute to the well-being of the community. Follow us on LinkedIn Beneva ranks among Canada’s best employers according to Forbes and has positioned itself as a choice option, carving out a place among the top 5 in the industry. This distinction shows that people all around the country recognize the company founded in 2020 as a top employer. By receiving this title, Beneva once again embodies its purpose: putting people first. We take care of our people by offering a competitive salary, a defined benefit pension plan, group insurance for you and your family, a flexible schedule and vacation time to make the most of your life. Also, to help you strike the proper work-life balance, we offer you the opportunity to split up your time between the office and your home which we refer to as the hybrid work mode. We like you just the way you are! That’s why we value different perspectives and ideas in an environment that promotes a sense of belonging and offers equal opportunities to all. Whether you’re an experienced professional, a student or undergoing a career change, we have an opportunity for you to discover or rediscover insurance. We offer you the means to enhance your knowledge, develop your abilities and launch your career. We want you to feel good in your mind and body. Helping you strike the right balance is important to us, which is why we have a team dedicated to the health and well-being of our employees. Plus we encourage you to get up and move which is why we're offering you a telemedicine service and an Employee Assistance Program. We want you to keep you happy. At Beneva, we're in tune with nature by undertaking several initiatives such as LEED buildings, rooftop bee hives and gardens and a paperless environment. We also respect our fellow man by being involved in many social causes. We support concrete actions to give back to the community and encourage the social engagement of our employees.
