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Workforce Management Analyst
2 months ago
Payworks, a leading workforce management solutions provider, 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- Forecasting and Workforce Planning: Utilize analytical review of historical data and real-time monitoring of volumes and staffing levels to positively influence client and employee satisfaction through a more productive and motivated workforce.
- Schedule and Analyze: Create optimized service schedules, including headcount per shift, ideal shift patterns, and skillset coverage in alignment with the service model. Identify and implement processes to ensure efficient and equitable workload distribution across service teams and individual service representatives.
- Reporting and Real-Time Monitoring: 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. Produce and maintain an analytics dashboard to report on KPIs and other benchmarks.
- Post-secondary education in Management, Finance, Statistics, Business Operations, or a 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.
- 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).
Payworks is a Canadian-owned and operated workforce management solutions provider, committed to developing world-class products and providing a progressive workplace culture. We are proud to be a multi-year winner of the Canada's Best Managed Companies program and are committed to providing an inclusive, accessible environment for our employees, clients, and guests.
