Analyst, Workforce

1 week ago

Toronto, Canada Definity Full time

**Analyst, Workforce**:
Job ID : 5970
Category:
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Toronto, Canada

The Broker Assist Centre (BAC) is investing in our capability to become more data driven in how we operate and make decisions. As a result, the Workforce Optimization team, including forecasting and analysis, play an integral role supporting the create and execution of Broker Assist Centre’s strategic plan. This team is relied upon to provide critical insights and advice to help inform the leadership team’s management of the business.

The Forecasting role is specifically responsible for capacity planning, on-going FTE review and financial modeling to improve efficiency within the BAC and contribute to increased profitability. This role is responsible for developing short-term and long-term forecasts for several BAC functions, monitoring transaction and call volumes, assessing changes in workflow and implementing changes to schedules, to ensure that the resource mix, skills and FTE are appropriate to meet current and future demand, service level agreements, KPIs and other performance metrics.

**What can you expect in this role?**

**Forecasting & Reporting**
- Determines Demand forecasts (Call volumes, handle times and queue management/Transactional volumes and touch times).
- Calculates Supply forecasts (Headcount, shrinking, hiring and attrition) for all lines of business and all authority levels to achieve SLAs and meet broker expectations.
- Assists in financial modeling process
- Works with Underwriting Leadership, HR Training, Sales & Distribution, IT and other key stakeholders to ensure all known future influences are captured and planned/budgeted for accordingly.
- Creates 'what-if' scenarios to determine impact on resources and/or workflow when changes are made to process, policy, pricing, or structure by line of business and authority level.
- Creates and delivers presentations summarizing all assumptions, key metrics, and identifying risks and opportunities.
- Identifies trends, analyze root cause, determine potential solutions, and implement and track changes related to forecasting and scheduling
- Continually monitors and revises forecasts, based on actual results

**Relationship Management**
- In collaboration with the Team Leaders and Managers, this role is responsible for the daily management of all service channels.
- Delivers presentations and insights related to key business trends and areas of concern to BAC’s senior leadership team.
- Communicates interval performance results.
- Takes the lead in coordinating and deciding on real time action plans, with Team Leaders and other WFO team members, as required.
- Provides guidance and recommendations for floor management and implementing next steps to meet KPIs and achieve service level objectives.
- Provides input and root cause analysis on actual performance against planned forecasts and can articulate reasons for breaching SLA.
- Transfers knowledge of workforce management concepts and contact centre best practices to the Operational leadership

**What do you bring to this role?**
- University degree, college diploma or equivalent work experience (business, mathematics, statistics, economics, computer science, engineering, programing, etc.)
- 5+ years of progressive, hands-on Contact Centre experience with a minimum of 3+ of workforce optimization experience managing high-quality, cost-effective forecasting and scheduling.
- Strong analytical and intuitive skills with the ability to reason logically, recognize assumptions, and assess (quantify) impacts
- Advanced knowledge of Tableau and MS Excel, including PivotTables, data search and comparison techniques, conditional tests, and macros.
- Highly organized, independent and able to handle multiple requests in order of priority
- Has the ability to work within a team, under pressure in an ever-evolving and changing environment
- Excellent written and verbal communication skills including the ability to present data and information in a compelling way, and ability to influence and achieve support for change. Able to adapt communications to different audiences.

**Go ahead and expect a lot — you deserve it, and we’ve got it**:

- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services

**Background checks**
This role requires successful clearance of a background check (including criminal checks and leadership references).

LI-Hybrid

  • Workforce Analyst

    7 months ago

    Toronto, Canada Sunwing Travel Group Full time

    **Join us in making vacation dreams come true!** Are you searching for a fun, passionate, travel loving team? -Sunwing has the EPIC work culture you have been searching for. We are currently looking for a Workforce Analyst to join us in making vacation dreams come true. The **Workforce Analyst** interprets, analyses, and makes recommendation that improve...

  • Workforce Analyst

    7 months ago

    Toronto, Canada Sunwing Vacations Group Full time

    **About Us**: **The Opportunity**: Under Sunwing Vacations, we are looking for a Workforce Analyst to join us in making vacation dreams come true. The Workforce Analyst interprets, analyses, and makes recommendation that improve the overall operations to reduce overhead and improve customer satisfaction and experience. The analyst reviews daily staffing...

  • Workforce Planning Analyst

    7 months 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.** The Workforce Planning Analyst is responsible for supporting data collection, tracking, analysis, and...

  • Workforce Planning Analyst

    2 months 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,...

  • Business Analyst

    4 weeks ago

    Old Toronto, Canada Baycrest Full time

    Baycrest is seeking a highly skilled Business Analyst to join its team. As a Business Analyst, you will play a key role in analyzing workforce data and metrics to inform strategic planning and organizational development.About the RoleThis is an exciting opportunity for a motivated individual to work with various departments, including HR and Informatics, to...

  • Workforce Planning Analyst

    2 months 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...

  • Workforce Insights Analyst Intern

    1 month ago

    Toronto, Canada Equinix Full time

    **Who are we?** Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale...

  • Workforce Management Scheduling Analyst

    7 months 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

    7 months 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...

  • Workforce Management Scheduling Analyst

    7 months 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

    7 months 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...

  • Customer Experience

    2 months ago

    Toronto, Canada Tonal Full time

    Location Toronto, ON, Canada Type Full time Department - Operations Customer Care Compensation CA$60K - CA$70K - Offers Equity - We take into consideration an individual’s background, experience, and location in determining their salary. This role is also eligible for health insurance, retirement savings benefits, life insurance and disability...

  • Workforce Planning and Reporting Analyst

    1 week ago

    Toronto, Canada CI Financial Full time

    **ABOUT US** CI Global Asset Management is one of the country’s largest investment fund companies. CI is known for its innovation and ability to adapt quickly to the changing needs of Canadian investors. It provides employees with a fast-paced and challenging work environment with opportunities for advancement. CI is part of CI Financial, a diverse group...

  • HR Workforce Data Analyst

    7 months ago

    Toronto, Canada CLEAResult Full time

    Job Description Summary At CLEAResult, we lead the transition to a sustainable, equitable, and carbon-neutral energy-efficient future for our communities and our planet. We do that by creating a people-first culture built on trust, accountability, and transparency; where every employee - regardless of position, role, or identity is treated with respect and...

  • Workforce Management Analyst

    7 months ago

    Toronto, Canada Intact Full time

    Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts. Feel empowered to learn and grow while being valued for who you are - here, diversity is a strength. You...

  • Operational Excellence Specialist

    5 days ago

    Toronto, Ontario, Canada Resource Productivity and Recovery Authority Full time

    About the RoleAs an Operational Excellence Specialist - Workforce Optimization at the Resource Productivity and Recovery Authority, you will play a pivotal role in driving service excellence and improving operational efficiency across our call centre and customer service programs.Key ResponsibilitiesAct as the primary workforce management analyst and oversee...

  • Workforce Analyst

    2 months ago

    Toronto, Canada Shoppers Drug Mart Pharmaprix Full time

    **Location**: 243 Consumers Road, Toronto, Ontario, M2J 4W8 At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day. With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers...

  • Workforce Management Analyst

    3 days ago

    Toronto, Canada Finance Professionals Inc. Full time

    Location Address: Hybrid –Scarborough, ON – 3 days/week (TBD which days) Contract Duration: Until 10/31/2025 Typical Day in Role: 1. Proactively strives to provide recommendations and strategies to reduce and mitigate customer abandonment rates through efficient scheduling. 2. Manage all scheduling aspects of the Contact Centres (Centre of focus as well...

  • Workforce Management Analyst

    4 days ago

    Toronto, Canada Finance Professionals Inc. Full time

    Location Address: Hybrid –Scarborough, ON – 3 days/week (TBD which days) Contract Duration: Until 10/31/2025 Typical Day in Role: 1. Proactively strives to provide recommendations and strategies to reduce and mitigate customer abandonment rates through efficient scheduling. 2. Manage all scheduling aspects of the Contact Centres (Centre of focus as well...

  • Workforce Management Analyst

    3 days ago

    Toronto, Canada Finance Professionals Inc. Full time

    Location Address: Hybrid –Scarborough, ON – 3 days/week (TBD which days) Contract Duration: Until 10/31/2025 Typical Day in Role: 1. Proactively strives to provide recommendations and strategies to reduce and mitigate customer abandonment rates through efficient scheduling. 2. Manage all scheduling aspects of the Contact Centres (Centre of focus as...