Workflow Management Analyst
Job Description

Tekstaff is looking to position a Workflow management Analyst with one of our major bank client


JOB DESCRIPTION: 
 
Ideal Candidate would be be responsible for managing and overseeing queue optimization and SLA (Service Level Agreement) performance in support of increased speed to the customer. 

KEY RESPONSIBILITIES: 
• 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: 
-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) 

NICE TO HAVE: 
-Workflow mgt. exp. 
-VB Coding exp. - which ties in the Excel and Access 
-Recent graduates with related work exp., who are eager to move into an analytical role 

NOTES FROM INTAKE CALL: 
-This role will analyze the application of workflow & build a plan to determine which analyst will work on which queues based on current volumes. They will strive to work within Service Level Agreements. 
-They are not looking for someone who is seeking a role in data mining/data analytics/programming 
-Someone with SAS/advanced database skills will probably be overqualified for the role 
-past candidates who had achieved success in this role had previously held various roles involving both admin., had junior analytics experience, and had excellent communication skills. 

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




Job Requirements

   Tekstaff is looking to position a Workflow Management Analyst with one of our major bank client

Company Overview

Tekstaff is a Canadian owned company based out of Toronto. Founded in 2006, TekStaff has quickly become an industry leading supplier of IT Staffing Services for Canada and the USA. Placing hundreds of IT Professionals on an annual basis with speed, reliability and integrity has given our clients the leading edge in their businesses.