Workforce Planner

1 week ago

Toronto, Canada The Portfolio Group Full time

Base Pay Range CA$70,000.00/yr - CA$80,000.00/yr Position: Workforce Planner Location: Fully on-site Monday-Friday in Downtown Toronto near Union Station Compensation: $70,000-$80,000 + perks (3 weeks of vacation, with increases after 2 and 5 years of service, employer-paid benefits, pension plan, team social events) Type: Full time Permanent Overview We’re looking for a highly analytical and detail-focused Workforce Planner to join our team in a fast-paced, evolving environment. Supporting the HR Consultancy department, this role is essential in optimizing staffing levels, enhancing service delivery, and driving process improvements through data-informed strategies. The ideal candidate has a solid foundation in workforce planning, reporting, and operational analysis, with a keen eye for efficiency and a strong commitment to service excellence. Key Responsibilities Monitor workforce performance by analyzing data to identify trends, coverage gaps, and opportunities for staffing adjustments. Design and automate reports to track productivity, SLA adherence, and capacity planning. Develop short- and long-term staffing forecasts using historical data, service volumes, and business objectives. Oversee real-time workflow and ensure service levels are met across all communication channels. Provide actionable insights and recommendations to senior leaders to inform strategic planning and resource allocation. Collaborate with departmental leaders across all service areas to align staffing strategies with operational goals and client needs. Support shift optimization by identifying periods of over- or under-staffing and suggesting schedule adjustments. Manage and maintain workforce planning tools and databases for accuracy and usability. Identify and address operational challenges, contributing to ongoing process improvements. Respond to ad hoc internal requests regarding capacity, workflow trends, and performance metrics. Qualifications & Experience Minimum 3 years of experience in workforce planning, reporting, or operational analysis Background in a high-volume call centre or service-driven environment Post‑secondary education in Business, Analytics, or a related field Advanced proficiency in Excel and familiarity with data visualization tools (e.g., Power BI, SQL) Strong time management and prioritization skills, with the ability to meet deadlines under pressure Experience with workforce management systems and CRM tools (e.g., Salesforce, NICE, Genesys) considered an asset Seniority Level Mid‑Senior level Employment type Full‑time Job function Human Resources, Consulting, and Strategy/Planning Industries: Human Resources Services #J-18808-Ljbffr

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