Workforce Management Analyst

2 weeks ago

Brampton, Canada City of Brampton Full time

**Job Description**:
**JOB TITLE**:Workforce Management Analyst

**DEPARTMENT**:Community Services

**POSTING NUMBER**:105913

**NUMBER OF POSITIONS**:1

**JOB STATUS & DURATION**:Full Time Permanent

**HOURS OF WORK**:35 hour workweek

**LOCATION**:Hybrid Model*- when working onsite, you will report to the location of West Tower

**SALARY GRADE**:4

**HIRING SALARY RANGE**:$75,358.00 - $84,778.00 per annum

**MAXIMUM OF SALARY RANGE**:$94,198.00 per annum

**JOB TYPE**:Management and Administration

**POSTING DATE**:February 26, 2024

**CLOSING DATE**:March 8, 2024

**AREA OF RESPONSIBILITY**:
Reporting to the Manager, Service Experience & Quality, this experienced Workforce Management Analyst and scheduling professional is responsible for forecasting, scheduling agents of the 24/7 Contact Center, multi-channel and multi-locations for phone and off-phone activities, monitoring and managing multi-skillsets on a daily basis in coordination with Operations Supervisors. Additionally, this position will compile, design and deliver operational reports and to monitor team performance, identify areas of opportunity and work with Operational management to address situations of inefficiency and areas of opportunity, in real-time.
- Use software tools available to plans, create and publish the schedules for a 24/7 multi-channel, multi location(s) Contact Centre following for Full time unionized and part-time non
- unionized staff optimizing staffing levels and meet determined service objectives.
- Forecast and analyze using historical data and current statistics to determine staffing needs to achieve overall service level targets; taking into consideration program initiatives, changes to existing programs, new processes, training requirements and general absences.
- Analyze trends and key metrics to make recommendations to optimize performance. Leverages data, analytics and metrics to compile, monitor and assess team and individual performance, and assist in creating development plans with Supervisors, in order to drive and refine performance and/or adherence on a real time basis.
- Monitor, track, and assess attendance under the corporate Attendance Management Program (AMP) and assist in creating development plans with Supervisors.
- Assists with evaluating overall service levels and recommending swift corrective actions where service levels are below standard.
- Determine agent staffing requirements by analyzing call volumes and make comparisons between planned versus actual.
- Build models and perform what-if pattern optimization and other analysis required for successful forecasting.
- Responsible for developing accurate volume forecasting models along with short term and long term capacity plans.
- Maintain the knowledge base, participate or lead process improvement initiatives, work with our program partners.
- Prepares and analyzes statistical reports for Management review.
- Acts as administrator for the workforce management suite.
- Document all processes for the WFM tool, including training & trouble shooting for the WFM tool.
- Identifies any scheduling issues to the management team, including attendance, forecasting, and/or adherence trends/concerns. Coach to staff to provide support in meeting adherence and/or attendance targets.
- Attends management team meetings as required to provide updates and information with regards to scheduling.
- Design and deliver training relating to workforce management software and scheduling processes.
- Available to work various shifts to accommodate training for staff working in a 24/7 environment.
- Assists with special projects and other tasks, as required.

**SELECTION CRITERIA**:
***

**EDUCATION**:

- Post secondary diploma in Business, Administration, statistical analysis or related field.

**REQUIRED EXPERIENCE**:

- 2 years experience in Workforce management scheduling and intra-day analyst in a similar 24/7 inbound customer service contact centre environment.

**OTHER SKILLS AND ASSETS**:

- Demonstrated knowledge of and experience with workforce management software (experience with Avaya WFO or Verint 360 is an asset).
- Knowledge or experience working in a multi-skillset, multi-location contact centre. Manage multiple skill sets in a skill based routing environment.
- Knowledge of methods, processes and procedures of municipal government and/or a unionized environment is an asset.
- Understanding of Performance Matrix for contact centre industry in order to adjust staffing to meet service needs.
- Ability to take direction and prioritize importance of multiple objectives.
- Ability to communicate effectively with staff, management team, internal services and vendor, and to communicate and coach effectively to a variety of audiences with tact and diplomacy.
- Strong organizational and time management skills in order to meet deadlines
- Ability to multi-task and respond to constantly changing demands in a fast paced environment.
- Demonstrated knowledge and expe

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