Analyst, Workforce Management

2 weeks ago


Brampton, Canada City of Brampton Full time

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

**DEPARTMENT**:Community Services

**POSTING NUMBER**:105541

**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**:July 26, 2023

**CLOSING DATE**:August 10, 2023

**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

LI-MG1

**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 an 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


  • Technical Analyst

    4 days ago


    Brampton, Canada Data Communications Management - DCM Full time

    **Position**: Technical Analyst **Type**: Full Time, Permanent **Location**: Brampton, ON (Hybrid) DCM is a communication solutions partner that adds value for major companies across North America by creating more meaningful connections with their customers. We pair customer insights and thought leadership with cutting-edge products, modular enabling...

  • Full Time

    3 weeks ago


    Brampton, ON, Canada DynaCare Inc Full time

    Job Posting: End User & Lab Technologies Analyst Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your...


  • Brampton, ON, Canada Dynacare Full time

    Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and  thrive . ...

  • Credit Analyst

    1 week ago


    Brampton, Canada Lennox International Full time

    Company Profile: **Lennox International** **(LII)** is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets. Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader...

  • Sales Analyst

    4 weeks ago


    Brampton, Canada Newell Brands Full time

    **Position Title**:Analyst, Sales** **Location**:Brampton, ON** **Reports to**:Sales Manager** **Position Overview**: **The Sales Analyst supports the Sales Team through providing data analysis and support on customers, merchandising, opportunity, and operations. The Sales Analyst will be required to do extensive data analysis, interact with many groups...


  • Brampton, Canada CPG Executive Search Inc. Full time

    Supply Chain Analyst/Planner Food and Beverage Industry Reports To: Manager of Finance & Supply Chain Scope of the Position: The Supply Chain Analyst is responsible to plan, schedule, and monitor the movement of materials through the production cycle, by determining requirements for production base


  • Brampton, Canada DCM Full time

    Position: Senior Contract Analyst Type: Full Time, Permanent Location: Brampton, ON JOB SUMMARY The Contract Analyst is responsible for evaluating, negotiating, and managing contractual agreements. This role involves assessing legal and financial aspects of contracts, ensuring compliance with c

  • Financial Analyst

    4 weeks ago


    Brampton, Canada WellFort Full time

    **WellFort is seeking a Financial Analyst to join our team!** **Full-time permanent** WellFort Community Health Services is a non-profit, values-based organization based in Peel. We provide a wide variety of comprehensive care including primary care, dental, mental health, and chronic disease management with a focus on illness prevention, health promotion...

  • Financial Analyst

    1 week ago


    Brampton, Canada ABB Full time

    **Financial Analyst**: **Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking...


  • Brampton, Canada Loblaw Companies Full time

    Referred applicants should not apply directly to this role. All referred applicants must first be submitted through Workday by a current Loblaw Colleague. Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of...


  • Brampton, Canada Dynacare Full time

    **Dynacare Mission: Creating a healthy future for all Canadians.** **Strategic Sourcing Analyst** At Dynacare, our values are the core of who we are and our beliefs. They inspire us to bring our best selves to work every day. Come join our team as a Strategic Sourcing Analyst in our Brampton, Ontario location! Come join us and see how you will make a...


  • Brampton, Ontario, Canada Magna International Inc. Full time

    About us We see a future where everyone can live and move without limitations. That's why we are developing technologies, systems and concepts that make vehicles safer and cleaner, while serving our communities, the planet and, above all, people. Forward. For all. Group Summary Cosma provides a comprehensive range of body, chassis and engineering solutions...


  • Brampton, Canada Cosma International Full time

    #jobreq_print_container div { line-height: 14px; } #jobreq_print_container div span { font-size: 12px; } About us We see a future where everyone can live and move without limitations. That's why we are developing technologies, systems and concepts that make vehicles safer and cleaner, while serving our communities, the planet and, above all, people. ...


  • Brampton, Canada Magna International Inc. Full time

    #jobreq_print_container div { line-height: 14px; } #jobreq_print_container div span { font-size: 12px; } About us   We see a future where everyone can live and move without limitations. That’s why we are developing technologies, systems and concepts that make vehicles safer and cleaner, while serving our communities, the planet and, above...

  • Bid Analyst

    4 weeks ago


    Brampton, Canada Charger Logistics Full time

    Charger Logistics is a world class asset-based carrier. We specialize in delivering assets, on time and on budget. With the diverse fleet of equipment, we can handle a range of freight, including dedicated loads, specialized hauls, temperature-controlled goods, and HAZMAT cargo. Charger logistics invests time and support into its employees to provide them...

  • Bid Analyst

    3 weeks ago


    Brampton, Canada Charger Logistics Full time

    Charger Logistics is a world class asset-based carrier. We specialize in delivering assets, on time and on budget. With the diverse fleet of equipment, we can handle a range of freight, including dedicated loads, specialized hauls, temperature-controlled goods, and HAZMAT cargo. Charger logistics invests time and support into its employees to provide them...

  • Bid Analyst

    3 weeks ago


    Brampton, Canada Charger Logistics Full time

    Charger Logistics is a world class asset-based carrier. We specialize in delivering assets, on time and on budget. With the diverse fleet of equipment, we can handle a range of freight, including dedicated loads, specialized hauls, temperature-controlled goods, and HAZMAT cargo. Charger logistics invests time and support into its employees to provide them...


  • Brampton, Canada Peel Regional Police Full time

    The Analyst Jr.Financial Planning is responsible for consolidating, forecasting, monitoring, and reporting on current and capital budget information and revenue/recovery program activity. **Responsibilities**: **RESPONSIBILITIES**: Maintains databases related to budgets, forecasts, complement and organizational chart. Compiles, monitors, analyzes, forecasts...

  • Business Analyst

    7 days ago


    Brampton, Canada Atos Syntel Full time

    **Position Name - Business Analyst (Data Analytics)** **Location - Remote Canada** **Type of hiring - Fulltime** - Understand scope the business requirements for implementing the **EDW.**: - Identify BI needs BI requirements from executives, managers or office users and then working with the data warehouse project team to identity, define or implement...

  • Survey Data Analyst

    3 weeks ago


    Brampton, Canada Loblaw Companies Full time

    Referred applicants should not apply directly to this role. All referred applicants must first be submitted through Workday by a current Loblaw Colleague. Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of...