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BC Hydro and Power Authority
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Workforce Forecast & Planning Analyst

Reference ID: BCH-T-9300-190613E1

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NB 50849300 - NC 50854861

BCH-T-9300-190613E1Employment Posting ID:

Workforce Forecast & Planning Analyst Positions Available: 1

Full-time (37.5 hrs/wk)Status: Dunsmuir 07Job Location: Temporary Lower MainlandRegion:

We're BC Hydro and we have a big job to do.

Keeping the lights on for over 4 million people across the province takes a lot of talented people doing many different jobs. From working deep in a generating station, atop a power pole, or behind a desk, whatever it is that makes you tick we offer challenging careers to help you reach your potential.

We're investing more than $2 billion per year in major capital infrastructure projects to help meet the growing demand for safe, reliable power. We're upgrading transmission lines, building new substations, and investing in our hydroelectric generation facilities.

We aim to provide meaningful and challenging work, opportunities for growth and a healthy work/life balance. We've been recognized for excellence and been named one of B.C.'s Top Employers and one of Canada's Best Diversity Employers for four years in a row.

It's our vision to be the most trusted, innovative utility company in North America by being smart about power in all we do.


* Develops short and long term Call Centre staffing needs including: optimum skill set mix, recruitment and training schedule through detailed analysis of current resources and future needs. Makes recommendations to management regarding number and skill sets of CSARs required to meet operational needs. Provides risk mitigation recommendations for TSF, Abandoned, Trouble TSF, CSAT and FCR SLA's.

* Analyzes intraday statistics, call centre performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent requirements. Ability to initiate & terminate Service Level Escalation plan as required (involving resource allocation from other departments).

* Translates monthly, daily and intraday forecasts into staffing schedules.

* Develops and coordinates work schedules for call centre agents, work leaders, net reps and others for a large complex call centre environment by analyzing and interpreting call volume, staffing and budget forecasts, scheduling policies and procedures, developing and issuing schedules to maximize and balance call centre service levels, key performance indicators and efficiencies including offer overtime, grant leave early requests and cutting shifts to agents per operational needs.

* Provides Work Leaders and Team Leads insight and guidance pertaining to correcting call centre procedures for staffing, scheduling coding/agent allotments, and overall operational insights. Assistance ranging from granting time off requests, medical leaves& schedule accommodations to correct union procedure as used for past practice in interpreting the Collective Agreement. Managers still have the ability to override the recommendations made by the Analysts.

BCH-T-9300-190613E1 - Workforce Forecast & Planning Analyst

NB 50849300 - NC 50854861

* Monitors call centre and agent performance real time in order to initiate escalation plan whenever necessary and advises management team whenever specific courses of action must be taken to maintain service levels.

* Responds to adhoc data request from client, as well as providing daily, weekly, and monthly reporting to internal groups.

* Analyzes call centre shrinkage and makes recommendations regarding reduction. Provides workforce planning team with shrinkage targets and vacation allowances per scheduled period.

* Creates staffing, budget and volume forecasts incorporating input from all key stakeholders including senior management and schedulers. Provides management with agreed upon monthly, weekly and daily call volume forecasts. Involved in the creation of monthly, quarterly and annual budget for the care centre. Involved in the intraday monitoring of staffing and hours scheduled to ensure monthly, quarterly and annual budget falls within budget variance. Develop budget forecast scenarios for initiatives.

* Key point of contact for all forecasting and planning and service level related issues. Ensures management and client reports are completed daily, weekly and monthly to keep all key stakeholders updated regarding service levels and improvement actions as well as completing root cause analyses in service level escalation events.

* Coordinates daily call centre activities to ensure proper balance of resources for on phone and off phone work and administers call centre technology to manipulate call flow where necessary.

* Maintains/develops workforce system parameters to incorporate changing business priorities/ needs concerning forecast and staffing groups.

* Develops call routing and agent prioritization strategy in conjunction with workforce planning team. Develops skill based routing strategy which best support Operation from a budget and efficiency point of view.

* Access to sensitive information including agent seniority dates, performance ranking (used for shift picks), accommodations, disciplinary actions, time bank allowances and pay rate information. Collaboration and relationship management with a third party company in the collecting and analyzing of Call Centre Customer Satisfaction Surveys.

* Provides support and coverage to other team members including shared responsibility to provide evening and weekend on-call duties to support service level achievement. Provides brief reviews of department operations and demonstration of various Call Centre software to group tours. Follows up with specific request to interested tour groups. Plans and presents presentations to new hire classes and huddles with regards to scheduling processes and agent expectations (eg. compliance, time off requests, calling in sick, etc.).

* Responsible for resource planning and communications across multi departments including to fill gaps in RCO, Quality and Learning as well as calling on cross trained resources from other departments to assist on the phones. This requires communication with Team Leads from other departments to ensure all needs are met. Provides Aspect & Symposium training and support to other departments including providing adhoc data requests. Provide assistance to L&KM department in planning and coordinating trainings.

* Assists with the coordination and planning of the call centre hardware and software upgrades.

* Performs other related duties as assigned by the supervisor.

BCH-T-9300-190613E1 - Workforce Forecast & Planning Analyst

NB 50849300 - NC 50854861


* Post-secondary degree (preferably Bachelor of Commerce) or three (3) or more years of experience in Workforce Planning, administration of call centre virtual technology, business statistics, call centre mathematics and call centre staff modelling are typically acquired through completion of a call centre technology course or workforce planning course, collective agreement interpretation, documentation training and demonstration methods. CDS desktop applications.

* Minimum four (4) years of practical experience in dealing with large employee call centre environments with significant experience in interaction with several departments and levels of management; plus minimum one (1) year as a work leader in the call centre environment. Well- developed practical knowledge of agent productivity, call centre key performance indicators, service level metrics, statistical analysis and demonstrated ability to effectively problem solve.

* Strong negotiation and presentation skills with the ability to maintain excellent relationships with internal and external contacts, analytical and problem solving skills.


This position is affiliated with the Movement of United Professionals union (MoveUP/COPE).

*** Applicants may also be asked to complete a written assessment as part of the interview.

We're always looking for exceptional people to bring new ideas, fresh thinking and the motivation to help shape the electricity system in B.C. It's an exciting time to be a part of our team as we invest in our system and prepare to meet the challenges of tomorrow.

Our values guide our work. Want to join us?

We are safe. We are here for our customers. We are one team. We act with integrity. We respect our province. We are forward thinking.

BC Hydro is an equal opportunity employer.

HOW TO APPLY Don't forget to update your Candidate Profile with your current resume and copies of your certifications. If applicable, include your Trades Qualification. This will ensure we have all the necessary information to assess your application without any delays.

Click on the Apply button in order to complete the steps to apply for this job.

Date Posted: 2019-06-13 Closing Date: 2019-06-21

Posted: June 13, 2019
Closes: August 12, 2019