Workforce Forecast Analyst

2 weeks ago

Woodbridge, Canada 407 ETR Full time

**Position Summary**:
As a member of the Customer Operations Reporting Team, a Workforce Forecast Analyst is responsible for the forecast and capacity planning for all lines of business in Customer Operations as part of the Workforce Optimization (WFO) process, which includes but is not limited to:

- Staff Forecasting and planning
- Schedule recommendations and preparation
- Data analysis and reporting
- Workforce Monitoring

**Direct Relationships**:

- Team Manager, Reporting, Auditing & Analysis
- Customer Operations
- Reporting Analysts
- Workforce Optimization team

**Duties and Responsibilities**:

- Forecast and capacity planning (daily, weekly, monthly, quarterly annually, ad hoc) for Customer Operations lines of businesses and services (e.g. customer channels, data processing, back office transactions, etc.)
- Schedule analysis, recommendation, and preparation
- Data analysis, recommendation, and reporting
- Business analysis and reporting/BAR support
- Intraday live/real-time monitoring, analysis and reporting/COC support
- Preparing daily/weekly/monthly forecasts and schedules for Customer Operations multiple lines of business.
- Support project and initiatives delivered to enhance departmental objectives.
- Collaborate with all Workforce Management Team to ensure department standards, KPIs, objectives, process improvements and system issues are managed.
- Prepare and analyze reports such as logs, weekly, monthly, quarterly reports.
- Review department metrics to ensure all lines of business job standard objectives and KPI’s are achieved.

**Qualifications**:

- Completion of a college diploma or equivalent.
- At least 5 years’ experience in a Business Analysis and Reporting role
- Strong problem solving, analytical and organizational skills
- Able to prioritize work to meet tight deadlines
- Detailed oriented
- Excellent verbal and written communication skills
- Proficiency in Microsoft Office (Outlook, Excel, PowerPoint, Word, OneNote, OneDrive, etc.)
- General understanding and operational knowledge of all systems used for our business (Scheduling tool - Community, Avaya, Salesforce/SAP, Workday to name a few)
- Able to identify, evaluate and take initiative consistently
- Able to excel in a fast-paced environment
- Document and quality control (ISO 9001) experience preferred
- Business analytics, Finance, Call center experience preferred

**Our Offer**
- Free 407 ETR usage
- Competitive salary, bonus structure
- Competitive vacation package
- Hybrid with flexible working hours
- Community culture
- Continued education budget
- Expect excellence: Collaborative team, learn, and grow with a high-performance team.

**About 407ETR**
Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.
On Highway 407 ETR, we offer peace of mind and a fast, safe and reliable trip. That’s why millions of drivers rely on Highway 407 ETR to get around the GTA. Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.
407 International Inc. is the sole shareholder of 407 ETR and is owned by:

- Canada Pension Plan Investment Board (CPP Investments) through indirectly-owned subsidiaries (50.01%);
- Cintra Global S.E. which is a wholly-owned subsidiary of Ferrovial S.A. (43.23%); and
- SNC-Lavalin (6.76%).

**Note**: _This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization._
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