Workforce Analyst

2 weeks ago

Toronto, Canada Workplace Safety and Insurance Board Full time

The WSIB’s Channel Solutions Division is a key partner in the organization’s strategic transformation initiatives with a focus on designing new solutions with the customer experience in mind.

**Major Responsibilities**:
1. Create and maintain work schedules in a multi-channel environment using available software.

a) Adjust schedules to account for:

- Forecasted calls (and other work volumes)
- Planned and unplanned shrinkage (such as vacation, flex schedules, absenteeism)
- Average Handle Time
- All other business needs including but not limited to; special projects, meetings, offline activities, training, etc.

b) Structure schedule in a way that effectively allows service level targets to be met to ensure the best possible customer experience in all managed queues.
- Ensure staff is in the right place at the right time with the right skills.

2. Review and recommend appropriate staffing levels to management team, and present different scenarios to improve staffing coverage as necessary.

a) Ensure appropriate staff levels are determined based on all internal and external factors

b) Ensure all maintained lines of business are within staffing thresholds.

3. Identify and prioritize operational risks with relation to achieving targeted service levels.

a) Develop, perform and communicate risk assessments

b) Provide assessments to the Operations team with recommendations on how to alleviate or negate potential risks

c) Implement corrective actions and maintain partnership with the Operations team to mitigate any identified risks

4. Participate in the development and implementation of processes and procedures through the creation of a document reference library (Playbook) and partnership agreements. This includes building process documents and conducting research analysis for system enhancements in order to gain "buy in" from various internal lines of business.

5. Adjust scheduling and resource planning as defined through relevant lines of businesses policies and procedures.

6. Analyze and report on branch key performance indicators, such as service levels, handle times, schedule adherence, occupancy, etc.

a) Gather and analyze data to identify performance expectations

b) Report on individual performance compliance

c) Provide insights and recommendations to the Operations team to address key performance issues, including but not limited to:

- Supplemental training needs;
- Creating/developing reports;
- Targeted agent behaviours and performance

d) Provide real-time reports to Operations to better steer daily performance

7. Utilize staffing plan on a weekly basis to determine appropriate forecast/scheduled hours/shrink for weekly schedule creation. Provide recommendations during schedule creation should staff availability (Breaks, Lunches, etc.) need to be adjusted to allow for proper coverage.

a) Coverage is maintained through the division of all hours of operation into 15 minute intervals

b) Maintain an open line of communication with the Operations team through bi-weekly meetings to address high level staffing concerns.

8. Monitor real time adherence utilizing available software.

a) Monitor individual staff adherence to scheduled activities as well as their proper use of ACD (Automated Call Distribution) stats.

b) Contact staff and/or management as required directing them on the appropriate action to achieve the targeted service level

c) Ensure the lowest possible wait times for all inbound client calls

d) Maintain appropriate occupancy levels to alleviate agent stress and ensure continued business profitability

9. Provide administrative support for all internal clients currently utilizing business software account IDs.

a) Support includes but not limited to:

- Access issues
- Profile creation
- Profile maintenance
- Skill set modification
- Profile deactivation
- Team creation

b) Work with HelpDesk and directly with software vendor support team(s) to address issues that arise.

10. Track completion of mail items, including incoming items as well as outstanding mail backlog - to minimize response times and maximize customer satisfaction as well as balance agent workloads.

a) Work with management to strategize mail allocations to staff to target items based on priority levels and deadlines

b) Determine and implement scheduling or real-time adjustments necessary to meet mail completion requirements

c) Use the Business Events Calendar to predict future mail trends in order to adjust strategies for incoming items to ensure high level priority items are completed within necessary deadlines

d) Assign tasks within the mail software to queues, teams and/or agents as required

e) Report day-to-day outstanding mail data to trend backlog completion and provide feedback and recommendations based on current plan of action

11. Provide assistance and support to the Senior Workforce Analyst in maintaining and updating the capacity plan. Assist in determining and providing recommendations t

  • Workforce Planning Analyst

    2 days ago

    Toronto, Canada Air Canada Full time

    **Description** **Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.** **Scope**: The Workforce Planning Analyst is responsible for supporting data collection, tracking,...

  • Analyst, Workforce Intelligence

    2 days ago

    Toronto, Canada Royal Bank of Canada Full time

    **Come Work with Us!** At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose. Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work...

  • Workforce Management Scheduling Analyst

    1 week ago

    Toronto, Canada Procore Full time

    Procore is looking for a **Workforce Management (WFM) Scheduling Analyst** to join the Sales Development team. In this role, you’ll manage the Workforce Management System and associate staffing and scheduling processes. This role aims to optimize service levels to ensure the most efficient use of valuable staffing resources. As a **WFM Scheduling...

  • Workforce Management Scheduling Analyst

    1 week ago

    Toronto, Canada Procore Technologies Full time

    **Job Description**: Procore is looking for a **Workforce Management (WFM) Scheduling Analyst** to join the Sales Development team. In this role, you’ll manage the Workforce Management System and associate staffing and scheduling processes. This role aims to optimize service levels to ensure the most efficient use of valuable staffing resources. As a...

  • Manager/ Workforce Management and Forecasting

    Found in: Jooble CA O C2 - 22 hours ago

    Toronto, ON, Canada Home Depot Full time

    Position Purpose: The Manager of Workforce and Forecasting is a champion for improving associate work-life balance, while also supporting customer experience. Aside from strong workforce and forecasting experience, this role will require the development of strong relationships and effective communication skills between technically and non-technically...

  • Manager/ Workforce Management and Forecasting

    54 minutes ago

    Old Toronto, Canada Home Depot Full time

    Position Purpose: The Manager of Workforce and Forecasting is a champion for improving associate work-life balance, while also supporting customer experience. Aside from strong workforce and forecasting experience, this role will require the development of strong relationships and effective communication skills between technically and non-technically...

  • Manager/ Workforce Management and Forecasting

    1 hour ago

    Old Toronto, Canada Home Depot Full time

    Position Purpose: The Manager of Workforce and Forecasting is a champion for improving associate work-life balance, while also supporting customer experience. Aside from strong workforce and forecasting experience, this role will require the development of strong relationships and effective communication skills between technically and non-technically...

  • Workforce Management Analyst, Bci

    1 week ago

    Toronto, Canada CONSUMER & SMBMARCHÉ CONSOMMATEUR & PME Full time

    Req Id: 412067 At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we’re revolutionizing how Canadians communicate. If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the...

  • Business Analyst

    1 week ago

    Toronto, Canada AlertDriving Full time

    **Business Analyst** **Scope of Position**: The Business Analyst support the ongoing transformation of our business through delivery of improvements to systems and processes. Working cross functionally with IT, business leaders and stakeholders you will be engaged in medium to large, very complex projects that solution and resolve enterprise business...

  • Business Analyst

    2 days ago

    Toronto, Canada AlertDriving Full time

    **Business Analyst** **Scope of Position**: The Business Analyst support the ongoing transformation of our business through delivery of improvements to systems and processes. Working cross functionally with IT, business leaders and stakeholders you will be engaged in medium to large, very complex projects that solution and resolve enterprise business...

  • Analyst/Senior Analyst

    Found in: Jooble CA O C2 - 5 days ago

    Toronto, ON, Canada Nielseniq Full time

    Full-time As a Senior Analyst, you will add value through a strong understanding of client needs and providing them with the products, services and analytical insights that will help achieve their business goals. The successful candidate will have experience and/or knowledge in working with data , performing analysis integrating a wide variety of data...

  • Senior Building Analyst

    Found in: Jooble CA O C2 - 1 week ago

    Toronto, ON, Canada People Corporation Full time

    We are seeking an Enterprise Senior Benefits Analyst to join our team in Ontario! As part of our Enterprise Group Solutions Consulting team, the Senior Benefits Analyst will provide group benefits consulting support, including design, financial management and ongoing servicing for existing clients and prospects. Reporting to the Senior Benefits Consultant...

  • Benefits Analyst

    Found in: Talent CA C2 - 1 week ago

    Toronto, Canada People Corporation Full time

    Job Description We are seeking a Benefits Analyst to join our team in Toronto. The Benefits Analyst will provide group benefits consulting support, including design and financial management for existing medium and large clients and prospects. The Benefits Analyst will work closely with internal consulting teams, interface with vendors, support client...

  • Analyst, Intraday 10 Month Secondment

    Found in: beBee S CA - 2 days ago

    Toronto, Canada Definity Careers Full time

    The Workforce Optimization Analyst is responsible to provide resource management through the creation of effective and timely staffing schedules. The Workforce Optimization Analyst works closely with management to define and adhere to business rules and incorporate the same into schedules. The Workforce Optimization Analyst is also responsible for...

  • Retail Analyst

    2 days ago

    Toronto, Canada Flywheel Digital Full time

    **About Flywheel**: Flywheel's suite of digital commerce solutions accelerate growth across all major digital marketplaces for the world's leading brands. We give clients access to near real-time performance measurement and improve sales, share, and profit. With teams across the Americas, Europe and APAC, we offer a career with real impact, endless growth...

  • Real Estate Operations Analyst

    Found in: Jooble CA O C2 - 1 week ago

    Toronto, ON, Canada IFG International Financial Group Ltd Full time

    Our client, a large multinational insurance company, is looking for an Analyst for an initial 18-month contract. This role is hybrid in office in Toronto. workforce performance reporting 3+ years of experience in commercial real estate Strong financial analysis experience Knowledge of Yardi, Power BI, Tableau, an asset Advanced or expert knowledge of...

  • Senior Analyst, Health Workforce Information, Data Methods and Tools

    Found in: Talent CA C2 - 1 week ago

    Toronto, Canada Canadian Institute for Health Information Full time

    At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include HOOPP Pension Plan (Defined Benefits Pension) Retirement Planning Program Generous vacation days for permanent and long-term contracts Work-life balance Career Planning Program Learning and Professional Development Program Flexible benefits...

  • Analyst, People Analytics

    19 hours ago

    Toronto, Canada Healthcare of Ontario Pension Plan (HOOPP) Full time

    Why you’ll love working here: - high-performance, people-focused culture- our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves- learning and development initiatives, including workshops, Speaker Series events and access...

  • Benefits Analyst

    2 weeks ago

    Old Toronto, Canada People Corporation Full time

    We are seeking a Benefits Analyst to join our team in Toronto. The Benefits Analyst will provide group benefits consulting support, including design and financial management for existing medium and large clients and prospects. The Benefits Analyst will work closely with internal consulting teams, interface with vendors, support client deliverables, and...

  • Benefits Analyst

    Found in: Jooble CA O C2 - 1 week ago

    Toronto, ON, Canada People Corporation Full time

    We are seeking a Benefits Analyst to join our team in Toronto. The Benefits Analyst will provide group benefits consulting support, including design and financial management for existing medium and large clients and prospects. The Benefits Analyst will work closely with internal consulting teams, interface with vendors, support client deliverables, and...