Workforce Planning Analyst

4 weeks ago

Toronto, Canada The Travel Corporation (Canada) Full time

Workforce Planning Analyst (6 Months - Contract - Hybrid) - Join Our Team
Are you a data-driven professional with a knack for optimizing workforce operations? Join The Travel Corporation as a Workforce Planning Analyst and play a pivotal role in ensuring seamless staffing and resource management. You’ll analyze real-time data, collaborate with leadership, and make immediate recommendations that enhance productivity and guest experience.
**Position Purpose**:
As a Workforce Planning Analyst at TTC, you’ll be responsible for monitoring and analyzing workforce needs in real time to maintain optimal staffing levels and efficient operations. In this 6-month temporary role, you'll work closely with Workforce Planning and Contact Center Leadership to enhance agent productivity and improve overall service delivery.
**Key Responsibilities**:

- Real-Time Monitoring: Track real-time metrics such as call volume, service levels, and agent availability. Provide actionable insights to adjust staffing and schedules accordingly.
- Workforce Optimization: Identify and respond to staffing needs, adjusting schedules based on real-time data and proactively solving potential issues.
- Data Analysis & Reporting: Collect and analyze workforce data, providing detailed reports and dashboards to leadership.
- Strategic Recommendations: Offer recommendations on talent acquisition, retention, and process improvements, aligning workforce strategies with organizational goals.
- Collaboration & Communication: Work with leaders and teams to ensure that operational standards are met. Assist in onboarding and training for new real-time analysts.
- Continuous Improvement: Stay ahead of industry trends and implement new tools and methodologies to enhance workforce planning and forecasting.

This is a temporary position with a duration of 6 months.
**About You**:

- Experience in workforce planning, contact center management, or a related field. Global experience is a plus.
- Proficiency in workforce management tools, such as Genesys or similar platforms.
- Strong analytical skills to interpret data, generate insights, and drive data-driven decisions.
- Excellent communication and interpersonal skills, able to collaborate across teams and functions.
- Proven ability to improve operational efficiency and deliver on business objectives.
- Ability to thrive in a fast-paced environment, managing multiple priorities effectively.
- Knowledge of contact center operations and workforce management principles.

Competencies
- Action Oriented: Energized by challenges and quick to act.
- Customer Focus: Committed to excellence for all customers.
- Functional/Technical Skills: Possesses the necessary expertise for the role.
- Time Management: Effectively prioritizes and manages time.
- Written Communication: Communicates clearly and succinctly.

Perks
Enjoy a $1630 annual travel credit, two weeks to work from anywhere in the world, and two paid workdays each year to volunteer for causes close to your heart, all while supporting our mission to MAKE TRAVEL MATTER®. Plus, you'll also have access to $3,000 annually for courses that fuel your passion.
Who We Are
We are driven by service through PASSION, PEOPLE & PURPOSE. The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference. We’re leading the way in responsible travel, offering unique and rich local experiences, and are dedicated to making sure travel is easy and enjoyable.
The Travel Corporation is proud to be an equal-opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you
The Travel Corporation is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act ('AODA'). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.

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