Microsoft 365 Workforce Analyst Lead

Employeur Sherweb Inc.
Horaire Temps plein
Type d'emploi Permanent
Domaine d'emploi Informatique
Télétravail possible Non

Une région à découvrir

Résumé du poste

Position : Full-time, Permanent

Start date: As soon as possible.

Here's what we do and why we do it

Simply put, we will work together to simplify businesses' IT with cloud technology so they can focus on what really matters, making people’s lives better. Discover how we do that here :

Here's how you will contribute to the success of the company

Member of our M365 Support department, reporting to the Workforce Manager and working out in one of our modern offices, you will be responsible for leading a team of Workforce Analysts, as well as for planning and coordinating several projects, processes and activities related to our M365 Support operations. You will also play a key role in improving our tools and procedures, while working closely with clients and partners.

Here's what your day-to-day will look like in this role

Act as the main technical and staff point of contact for the M365 support workforce management analyst team
Be responsible for M365 support workforce analysis, real-time monitoring & queue management
Recruit, provide coaching and share your knowledge with team members to promote skill development
Ensure real-time adherence and scheduling conformance on our workforce resources to achieve service levels and efficiency of metric goals
Manage and report on the availability of resources in real-time to achieve operational needs
Perform in-depth analysis of the workforce to report on problem areas and solutions to M365 Support Managers & Directors
Plan and deliver strategies to increase performance and employee satisfaction in collaboration with Workforce Manager and Workforce Management Planning Lead
Ensure continuous improvement of workforce management procedures, processes and tools
Lead various workforce management projects, client meetings, analysis, reporting and presentations
Evaluate the Workforce Analysts team’s performance and manage discipline
Carry out all other related tasks per the job’s evolution and departmental needs
Eastern Townships


Eastern Townships

Exigences et conditions

Here's what you need to have and master to get the job

If you have at least half, you have a great chance to receive a call from us.

AEC, DEC or Bachelor degree in business administration, IT or equivalent experience
3 years of experience in operations or workforce management
2 years of experience in staff or team leadership
Experience in technical support or in B2B customer service (an asset)
Excellent oral and written communication skills in English
Very good knowledge on Office 365 or Microsoft 365
Knowledge of Windows applications, databases and business Intelligence (an asset)

If you have these skills, you will fit right in with us

You possess an analytical and strategic thinking
You have strong leadership, interpersonal and communication skills
You have a sense of urgency and good stress management
You are performance-driven and result-oriented
You can prioritize and pay attention to detail
You are organized, resourceful and autonomous
You have a genuine interest and proven talent for coaching and developing others
You have excellent client-care fundamentals
You can present analysis and reporting results
You possess great judgement and business understanding
You can bring people together and favour teamwork
You can work with multiple objectives simultaneously and concurrently
You have strong multitasking abilities
You adapt to changes easily and are comfortable in an ever-changing environment

Avantages sociaux

Here's what you can expect from us Shortcutting your journey to your aspirations is possible when you surround yourself early on with knowledgeable and genuine people. We will put you in charge of important responsibilities from the beginning so that you can build your professional reputation. We will also help you quickly identify your strengths to build a strong foundation for your potential. So, if you have a head full of ideas and a soul full of hopes, here the floor is yours. This is our team philosophy Humans were built to help each other. What unites our team is the sense of purpose we get from helping one another and our customers. That's who we are, not just what we do. If you share this philosophy, you might just be one of us. Send us your resume to tell us your story.

Date d'affichage :

Date limite pour postuler : 30 avril 2021

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