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Workforce Management Analyst
2 months ago
Payworks is seeking a highly skilled Workforce Management Analyst to join our Service team. As a key member of our team, you will play a critical role in identifying and implementing streamlined employee scheduling, time tracking, and future planning processes to optimize productivity and reduce risk across the Service organization.
Key Responsibilities- Develop and optimize forecasting models to support changing business and customer needs due to seasonal peak volumes, projects/product launches, and fluctuations in sales volumes.
- Create Standard Operating Procedures (SOPs) that outline processes for responding to significant changes in Service Level, AHT, volumes, unplanned absences, etc.
- Work closely with Service Leaders and Business Operations team to identify and implement operational efficiencies related to Workforce Management (WFM).
- Utilize WFM tools to set benchmarks and identify inefficiencies within the service organization that require investigation and resolution.
- Monitor real-time interaction data to confirm adherence to schedules, sufficient resourcing levels, and identify required adjustments to queue and/or lines of communication assignments in order to ensure client needs are being met.
- Produce and maintain an analytics Dashboard to report on KPIs and other benchmarks and provide ad hoc reports as requested by Service Leaders to assist in daily management of the overall service organization.
- Post-secondary education in Management, Finance, Statistics, Business Operations, or related field.
- Minimum 2-3 years' successful forecasting and workforce planning experience, with strong talent management and/or business operations background, preferably in a client service environment.
- Exceptional analytical skills with the ability to synthesize data, write reports, and develop presentations that clearly communicate findings - including delivering presentations to a variety of stakeholders.
- Experience using software to build and maintain forecasting models and analytical dashboards.
- Strong written and verbal communication skills.
- Advanced MS Office skills (Excel, Access, PowerPoint).
- Knowledge of Payworks application or similar payroll application considered an asset.
Payworks is a leading workforce management solutions provider and multi-year winner of the Canada's Best Managed Companies program. We are proud to be Canadian owned and operated and committed to developing world-class products and providing a progressive workplace culture where Doing Right by People is our purpose.
We are committed to providing an inclusive, accessible environment, and collaborating with employees, clients, and guests to identify and effectively remove barriers, in a manner that respects the principles of independence, dignity, integration, reasonable accommodation, and equal opportunity.
