At the Bradford Group, www.thebradfordgroup.com, we take great pride in our position as the world leader in the collectibles industry and our influential role in direct marketing of fine collectibles. We are equally proud of the sophisticated technologies and business operations that we have developed over the years, and the innovative products that have made us the standard bearer in our field. But our real strength lies in our people – creative, industrious people who dare to dream and are passionate about what they do.
 
At this time, we are seeking an Operations Analyst – Traffic & Scheduling for London, ON location. This is a permanent, full-time position. The hours of work can include evenings and weekends.

We Offer:

• Company-paid health and dental benefits, with pension contribution
• Well-established international company with on-the-job training
• Team environment in a high-paced operation

You will bring us:

• Solid work ethic – being both punctual and reliable
• Demonstrated track record of success
• Strong interpersonal skills with the ability to encourage and support dedicated team members
• Self-motivation with the ability to work well with minimal supervision

 

Key Responsibilities:

The Operations Analyst(s) are responsible for the overall daily traffic management; development and optimization of schedules, design and implementation of new workflows; develops and generates daily schedules for all non-exempt employees in the call center; analyzes scheduling performance and recommends improved scheduling practices; produces daily report and works as a team member, supporting all facets of traffic and scheduling as required; provides back-up responsibilities for Operations Analyst, Reporting & Analysis position.  

Required Qualifications

Education, Licensing, Certification, and Experience

• 1-3 years experience as an Operations Analyst
• Exposure to employee workforce management tools & scheduling practices with priorities given to those who have experience with Verint, Impact360.
• CISCO Finesse user training for Agent Desktop software & CISCO Email Manager
• High School Diploma or Equivalent as a minimum
   

Knowledge, Skills, and Abilities

• Excellent attention to detail, organization, good math skills and follow-up skills
• High level /Superior analytical skills
• High comfort level with technology and databases
• Astute in determining information of value to various stakeholders
• Good PC Skills – Word, PowerPoint, Excel – must have high level/superior Excel skills
• Ability to understand business requirements
• Ability to design work flows based on business requirements
• Ability to improve workflows based on observation and analysis
• Must have good written and verbal communication skills and the ability to communicate clearly and effectively with others
• Must be a team player with other members of operations and Supervisory team
• Must be able to handle conflict & disgruntled employees on occasion
• Able to function in a fast-paced and stressful environment
• Ability to project and maintain a high level of integrity and trust
• Ability to project and maintain a professional image

 
Preferred Qualifications
Education, Licensing, Certification, and Experience
 

• Prior experience working in a high volume call center or experience with forecasting, scheduling, trending, and analysis in a call center environment.
• Bachelor’s degree in statistics, math, or similar degree or a minimum of three years equivalent work experience.
• Experience using Verint or other call center forecasting software.