Workforce Management Co-op at Definity

Take on the role of Workforce Management Co-op at Definity in Waterloo, Ontario, focusing on intraday support in a flexible hybrid work environment. This position emphasizes real-time analysis and schedule optimization.

As a Workforce Optimization Co-op Analyst, you will contribute to our contact centers' efficiency by assisting with real-time monitoring and schedule management. Collaborate with experienced Intraday Analysts to grasp the fundamentals of workforce management in a supportive team atmosphere. Your enthusiasm and analytical mindset will help ensure that customer demands are met seamlessly.

Key Responsibilities:
• Collaborate with analysts to monitor call volumes and trends
• Document and manage schedule exceptions effectively
• Communicate schedule adjustments to team leaders and agents
• Assist in creating reports to track adherence and performance
• Participate in initiatives to improve operational efficiencies
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