Workforce Planning Specialist

5 days ago


Toronto, Ontario, Canada Scotiabank Full time
Job Description

We are seeking a highly skilled Workforce Planning Specialist to join our team. In this role, you will be responsible for all workforce related activities, including short and long term scheduling and forecasting, Verint configuration and managing shrinkage.

You will support multiple contact centres, track FTE, inbound abandon rates and provide daily reporting as well as BAU shared inbox team duties. Key responsibilities include monitoring and reacting to contact volume, absenteeism, operational factors, investigating deviations from forecasts and service level deficits, and communicating necessary actions to Senior Management.

You will also work with Managers to plan and coordinate off phone events such as coaching sessions, town hall meetings and weekly huddles. Additionally, you will utilize contingency plans (Lever Management) to influence service levels, improve resource utilization and reduce costs.

The ideal candidate will have strong technical aptitude and experience working with reporting software, tools and database creation to derive business insight and drive customer value. Effective communication skills to deal with various departments and levels of management are essential. Strong analytical ability and problem-solving skills are required to make quick decisions on limited information, with limited support.

About the Role

  • Schedule and forecast staffing needs to meet service level requirements
  • Manage Verint system to optimize performance and efficiency
  • Analyze data to identify trends and areas for improvement
  • Communicate findings and recommendations to Senior Management


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