Intra-day Analyst

Camis is an industry leader in the reservation system and park management sector. We connect people to memorable recreational experiences through an exceptional reservation system and best-in-class call center services. Our software serves over 700 government-operated parks, campgrounds, harbors, and marinas across North America.

We are a diverse group of people that are unified in the belief that work can be fun, fulfilling, and flexible!

Visit www.camis.comfor more information on our products, services, and clients.

The Intra-day Analyst is responsible for all aspects of intra-day analytics, planning, coordinating and daily monitoring of Call Centre. This position includes supporting departmental goals and objectives through analysis of call and agent activity to manage staffing as efficiently as possible. The Intra-day Analyst participates in ADHOC / post schedule release changes, forecasting need and mitigating impacts to service, providing accurate staffing recommendations, real time monitoring of activity, and reporting.  This position will work closely with Call Center Management and the Workforce Team to fulfill business needs to meet goals.  

What you will be doing:

• Interpret and analyze data to provide sound decision making and consult

• Communicate regularly with call center managers and supervisors

• Review of weekly, daily, staffing requirements in an ongoing basis in response to change in load factors and unplanned shrinkage and implement staffing changes as needed

• Identify potential gaps in scheduled coverage and present schedule change, cross-training and recruiting recommendations to the WFM team and/or management

• Review agent daily activity to support schedule adherence and agent accuracy

• Monitor daily/weekly TSF and staffing trends and implement staffing adjustments

• Provides staffing recommendation and updates to the call center management

• Communicate with team and call center management if staffing needs change

• Monitor live agent and SL performance and assist in developing a plan of action for short term deviations

• Make schedule adjustments for various call center activities

• Assist in ADHOC schedule changes and scheduling of off phone post schedule release

• Deliver various reporting on a daily, weekly, and monthly basis

What you will bring to the role:

• Completion of some postsecondary education, either a diploma or degree

• 2-3 years of call center experience

• Workforce experience is an asset

• Advanced problem solving and financial calculations

• Must be able to record and analyze statistics

• Advanced knowledge of Excel

• Required to analyze complex data sets and transform them into concrete goals and objectives

Start Date: March 3, 2025

End Date: September 1, 2025

Reports to: WFM Lead

Hours of Work:

• Approximately 35+ hrs/week.

• Hours of work will range from 7 AM – 11 PM, 7 days per week

• Hybrid or In-Office

Camis is committed to fostering a culture that celebrates diversity and inclusion with an intentional focus on recruiting and retaining employees from diverse backgrounds, creating awareness of diversity issues and benefits, fostering a supportive environment where inclusivity is expected and prioritized, and holding ourselves accountable in promoting this perspective throughout the organization. The Camis team strives to collectively promote a culture that empowers our employees and fosters values of respect, inclusion, and belonging across the company.