BUSINESS SERVICES ANALYST I WHAT IS THE OPPORTUNITY? This colleague will design and generate weekly, monthly and ad hoc reports to support the unit's or division's, service and financial activities. Develops and creates customized databases to accommodate the information needs of the unit or division. Anticipates short-term and long-term information requirements and directs the development of reports to accommodate current and anticipated needs. This individual must be able to access and interpret data to produce analytical models for management as required. Perform system administrative, configuration and reporting functions which are NOT the responsibility of Business and Technology Services. What you will do Generate daily forecast (Call Volume / AHT) 4 weeks out Calibrate Occupancy, SL and Shrinkage inputs to produce accurate Interval Net Staffing Input all approved vacation into CXone for future schedule generation Create WFM Skills mapping to ACD Generate & publish Agent schedules 2 to 3 weeks out Create Weekly & Daily rules to generate schedules and adhere to HR Break/Lunch rules Optimize daily Breaks & Lunches Schedule CBT’s and Adhoc events real-time during low Occupancy intervals Open overtime and VTO based on capacity and projected service levels Scheduling off-phone activities, i.e. Team Meetings, Upskill Training, NH SBS/OJT, email & SM work Weekly Tactical Deck for Fraud & maintain Training calendar – (Lead Weekly Tactical Meeting for Fraud) Schedule alignment analytics & permanent adjustments Annual Vacation bidding (2 rounds) Work WFM Inbox for daily requests Queue monitoring Daily Attendance, vacation and off-phone time approvals & reporting post schedule generation LOA return updates & coordination Must-Have* Minimum 2 years of experience writing and developing reports required. Minimum 2 years of experience in writing and developing reports with applicable business systems using tools such as Brio, MS Query, MS Access, Crystal Reports or Business Objects required. Skills and Knowledge Excellent process management and problem solving skills. Prior experience writing and developing reports, and sales and financial modeling Thorough knowledge of PC computing environments, experience with database/data warehouses, and experience using reporting/query tools such as Brio, MS Query, MS Access, Crystal Reports or Business Objects. Strong knowledge in MS Word, Excel and MS Access. Strong organizational and analytical skills. Excellent verbal and written communication skills. Compensation Starting base salary: $31.39 - $50.14 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions. *To be considered for this position you must meet at least these basic qualifications The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Benefits and Perks At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks. INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.' ABOUT CITY NATIONAL We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.