Workforce Analyst

6 months ago

Winnipeg, Canada SkiptheDishes Full time

**Ready for a challenge?**

**Job Description Summary**:
The Senior Workforce Management specialist is part of the Global team generating forecasts and performing analytics on results. Through data preparation, tracking and analysis this position provides guidance and direction on workforce strategies across multiple markets to enhance performance and productivity within the Budget and Labour law boundaries. Senior stakeholder engagement is essential and you will be as comfortable talking to agents and Operational experts as you will be engaging with cross organizational leadership teams.

**Responsibilities**:

- Manage processes, performance and/or people to get the most out of our resources
- Build robust forecast demand plans to show daily, weekly and monthly resource requirements
- Analyze trending data to help build accurate assumptions of various Key Metrics including shrinkage, tenure and performance
- Plan hiring and ramp down needs, phase shrinkage and adapt plans for your LOBs to deliver an optimal level of staffing to meet the forecast demand within the budget envelope
- Forecast both short and long-term staffing needs against volumes of live and non-live activities. You will review historic trends/planned activities and adjust forecast based on those trends
- Generate performance /productivity reports for monitoring figures based on business requirements
- Compile Ad hoc reporting as needed to support Contact Centre goals
- Develop and implement processes and procedures to support full engagement with internal data providers and stakeholders, so that performance is not compromised by lack of appropriate data provision

**Qualifications**
- Have 1-3 years experience in either Finance/Accounting, Statistics, or Business Analysis or a minimum of 3 years of Forecasting and Demand Planning experience within a WFM Contact center setup.
- Analytical, data-driven & curious.
- Well-versed in Microsoft Excel and/or Google Sheets.
- Knowledge of SQL/Google BigQuery.
- Experience building reports and dashboards using Tableau or similar program experience would be an asset.
- Ability to be highly organized with an emphasis on accuracy and timeliness.
- Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
- Skilled in complex problem solving, judgment, critical thinking and decision making.
- Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure
- Strong team building and leadership skills, including strong logical thought processes.
- Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
- Ability to re-prioritise, delegate and set expectations to internal customer satisfaction.

**Why work at Skip?**

That’s just a small taste of what it’s like to work at one of Canada’s leading tech companies. If you’re looking for opportunity, growth, and something meaningful in a dynamic, fun and challenging environment with global impact, we’d love to hear from you. We’d like to invite you to bring your talent to the table. SkipTheDishes is proud to be an Equal Opportunity employer. Boxes are for pizza, not people. So however you identify and whoever you love, you are free to be you at Skip.We are committed to fostering a diverse and inclusive environment where all employees feel they truly belong and where everyone is included, seen, heard and respected.In keeping with our values, all applicants will receive consideration for employment regardless of: gender identity or expression, sexual orientation, race, ancestry, national origin, religion, age, marital/domestic partner status, (dis)ability, neurodivergence, or any other characteristic protected by law. Should you require any accommodations throughout the hiring process, we encourage you to reach out to your talent acquisition specialist. Note: All employees will be asked to sign a Consent for Disclosure of Personal Information in order to complete a background check. Job offers will be conditional upon results that the Company determines to be satisfactory.

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