Workforce Planning Analyst

4 weeks ago

Toronto, Canada The Travel Corporation (Canada) Full time

ABOUT US
We are driven by service through PASSION, PEOPLE & PURPOSE. A Family of Brands making travel matter for over 100 years.
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, unique rich local experiences, and are dedicated to making sure travel is easy and enjoyable. We’re seeking new talent to elevate our team and can’t wait to hear from you.
PERKS
- After your first year, you get an annual travel credit of $1,630 to travel on any one of our core travel brands.
- You also get 2 weeks a year where you can work from anywhere in the world, your choice.
- To grow - we offer a global training calendar, with a mix of virtual, in-person, and e-learning courses. Plus, we give $3,000 per year to support external learning and development courses that interest you and drive your passion.
- Giving back - we give you two paid workdays each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL MATTER®.
- Full health benefits package

POSITION PURPOSE
As a Workforce Planning Analyst at The Travel Corporation, you will be responsible for monitoring and analyzing workforce needs in real time to ensure optimal staffing levels and efficient operations. This role involves analyzing real-time data, identifying trends, and making immediate recommendations to adjust staffing levels, schedules, and resource allocation. The analyst will collaborate closely with Workforce Planning and Contact Center Leadership to enhance agent productivity, improve guest experience, and meet business needs effectively. This role is a temporary, 6-month contract.
RESPONSIBILITIES
**Real-Time Monitoring**:

- Monitor real-time performance metrics, including call volume, service level, and agent availability.
- Analyze and interpret data to provide insights and recommendations for workforce adjustments.
- Collaborate with team leaders and management to implement real-time staffing strategies.
- Identify trends and potential issues, providing proactive solutions to optimize service delivery.
- Maintain accurate and up-to-date records of workforce performance and adjustments.
- Assist in developing and maintaining reporting tools and dashboards for real-time data visualization.
- Conduct regular communication with agents and supervisors regarding performance expectations and staffing needs.
- Support long-term workforce planning initiatives by providing real-time feedback and data analysis.
- Participate in training and development programs to enhance workforce management skills.

**Workforce Optimization**:

- Identify staffing needs and adjust as necessary.
- Recommend schedule changes to WFP based on real-time data.
- Review calendar items and optimize schedules daily and weekly.

**Data Analysis and Reporting**:

- Collect, analyze, and interpret data related to workforce metrics, including employee turnover, recruitment, and performance.
- Prepare and present reports on workforce planning and forecasting outcomes to senior management and stakeholders.
- Develop dashboards and visualizations to effectively communicate workforce insights and trends.
- Generate and distribute performance reports to management.

**Strategic Recommendations**:

- Provide recommendations for workforce optimization, including strategies for talent acquisition, retention, and development.
- Identify opportunities for process improvements and efficiencies within workforce planning and forecasting practices.
- Document operational procedures and report processes for standardization across all regions.
- Advise on workforce-related risks and develop mitigation strategies.

**Collaboration and Communication**:

- Respond promptly to any operational issues affecting delivery of proper service levels.
- Communicate findings and recommendations clearly to various stakeholders, including senior leadership.
- Facilitate discussions and workshops to align workforce plans with departmental and organizational goals.
- Assisting in training and onboarding for new real-time analysts.

**Continuous Improvement**:

- Stay informed about industry trends, best practices, and emerging technologies in workforce planning and forecasting.
- Evaluate the effectiveness of current workforce planning processes and forecasting models, making improvements as necessary.
- Implement new tools and methodologies to enhance the accuracy and efficiency of workforce planning and forecasting.
- Conduct “What-If” scenario analyses to prepare for unexpected events.

CORE COMPETENCIES
Our vision for the TTC Tour Brand Contact Center is to deliver Service Excellence

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