Workforce Management Analyst

3 days ago

Vancouver, British Columbia, Canada Intact Full time
About the Role

We're seeking a highly skilled WFM Analyst to join our team, responsible for ensuring service-level objectives are met on a daily, weekly, and monthly basis.

The ideal candidate will have a strong background in workforce planning, with experience in Nice-WFM, Verrint, Cisco, and Avaya software. Proficiency in Excel, including pivot tables, data search, and comparison techniques, is also essential.

Key Responsibilities
  • Monitor inbound and outbound calls in real-time and adjust schedules as needed.
  • Meet service-level targets and optimize work schedules to meet growth, service quality, and financial goals.
  • Analyze daily forecasts, trends, and results to generate operational improvements.
  • Build reports to track daily operations for timely feedback and generate reports in a timely manner.
  • Manage schedule modifications, monitor and control the scheduling email inbox, and provide first-line support for web station users.
What You'll Bring
  • University degree or college diploma in a relevant field, or equivalent combination of education and experience.
  • 1-3 years of experience in a workforce planning department.
  • Strong analytical and problem-solving skills, with the ability to work in a fast-paced environment.
  • Excellent communication and teamwork skills, with the ability to work collaboratively with cross-functional teams.
What We Offer

As a permanent member of our team, you'll enjoy a competitive salary, a comprehensive benefits package, and opportunities for growth and development. We're committed to creating a diverse and inclusive workplace, where everyone feels valued and empowered to succeed.

Join us and be part of a dynamic team that's shaping the future of workforce management.

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