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Queue Master/ Workflow Management Analyst


This is a Full-time position in Markham, ON posted September 9, 2019.

This is a 6 months contract located in Markham , Ontario.

JOB DESCRIPTION: This role will report to the Team Manager, Workflow Optimization (Command Centre) and will be responsible for managing and overseeing queue optimization and SLA (Service Level Agreement) performance in support of increased speed to the customer.

•Proactively allocate resources to optimally manage business volumes on a national basis
•Analyze previous day’s performance through multiple data sources and manual inputs and provide report out and rationale for performance to management.

•Create a daily work plan and take action to load balance business volumes nationally through the deployment of resources, the assignment of queues and the prioritization of work.

•Provide Intra-day queue monitoring and management and provide further recommendations or revisions to the daily plan based on data-driven analysis.

•Monitoring and assignment of “Rush” applications for all Channels.

•Real time monitoring of staffing levels against queue performance / activity.

•Participate in the planning, development, and launching of new solutions to improve business efficiency
•Display a high level of professionalism and teamwork MUST HAVE SKILLS: -Strong & clear verbal business communication skills -Intermediate MS Excel (e.g.

Macros, formulas, pivot tables) & Access (e.g.

Queries) Databases -Degree/diploma -Able to work on rotation (Mon-Fri; 6am-2pm, 10am-6pm, 1pm-9pm); (Sat; 6am-2pm, 10am-6pm) -Workflow mgt.


-VB Coding exp.

– which ties in the Excel and Access ADDITIONAL SKILLS:
• Self-motivated; enthusiastic self-starter
•Robust organizational skills with the ability to work in a fast-paced environment and manage multiple deadlines and priorities
•Flexibility to adapt to changing requirements
•Good interpersonal skills
•Demonstrated ability to work effectively in teams including the ability to be a part of cohesive team and contribute to a positive work environment Please note
– This is a 7.5 hour work day.

All successful candidates will be subject to a mandatory credit AND criminal check as per the client.