Workforce Analytics Consultant

**Job ID**: 54015

**Job Category**:Operations & Maintenance

**Division & Section**:Toronto Water, Technology & Customer Experience

**Work Location**:275 Merton Street

**Job Type & Duration**:Full Time, Permanent Vacancy

**Salary**:$87,800.00-$116,745.00, TM2454 and wage grade 6.0

**Shift Information**: Mon-Fri, 35 hours per week

**Affiliation**: Non-Union

**Number of Positions Open**: 1

**Posting Period**: 07-May-2025 to 21-May-2025

To oversee workforce scheduling, forecasting and intra-day activities such as monitoring work volumes and resource assignment, recommending shift schedule adjustments and reallocation of resources in the customer contact centre and field environments.

Major Responsibilities
- Analyzes all customer service metrics, forecasts and trends within customer care and customer field services to identify root causes for variances; makes recommendations and identifies opportunities for service improvements.
- Analyzes statistics and makes recommendations to management regarding staffing needs and requirements based on scheduling and service metrics.
- Provides reports on absenteeism and schedule deviation while identifying trends and potential resolutions.
- Proactively oversees daily workload requirements based on forecasts and makes staff recommendations to ensure service level objectives are met.
- Participates in labour relations matters as they relate to Toronto Water workforce analytics initiatives such as staffing needs and forecasting optimization.
- Conducts statistical data analysis on various strategic, operational and financial measurements, disseminates and reports on trends and findings, and makes appropriate recommendations.
- Provides suggested strategies/policies/programs and action plans to appropriate staff who will create and/or modify business processes accordingly that will improve performance, effective service delivery and customer service.
- Conducts business process reviews and makes recommendations to the Manager and senior management with regards to service optimization and business process simplifications that could result in alternate service delivery/contracting out, restructuring, changes in staffing levels and resource allocation.
- Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
- Works collaboratively with Quality Assurance Consultant to develop, implement and/or maintain an employee performance evaluation and recognition program for customer contact centre and field service delivery employees.
- Deals with confidential information affecting the division and its resources and prepares and presents reports to Manager and senior management supporting recommendations on changes/improvements in employee performance, business process, training and services standards, including appropriate staffing levels and resource allocation.
- Investigates, evaluates and responds to inquiries to ensure continuous improvement of employee performance, processes and procedures; and make adjustments to business policies/processes where necessary.
- Attends frequent meetings with Supervisors, Managers and/or other identified personnel to provide insight on forecasted scheduling and any potential risk factors affecting schedules.
- Communicates and provides feedback regarding performance metrics through written and/or oral reports.
- Coordinates and delivers various information, including annual reporting, metric/benchmarking, tracking/reporting, internal and external communication plan development.
- Utilizes Microsoft office and/or workforce management software to forecast and schedule customer contact centre and customer field services staff based on the analysis of data and reporting.
- Implements detailed plans and recommends policies/procedures regarding program specific requirements.
- Processes pre-planned and ad-hoc time-off requests based on business needs.
- Identifies and coordinates real-time phone/non-phone activities, overtime, meetings, training and special projects.
- Mentors, provides orientation and training related to work functions to staff.
- Maintains an awareness of current trends, practices and directions in the industry and recommends/applies concepts and techniques.
- Assists in the development and maintenance of a staff knowledge base that will involve uploading scripts, processes, procedures, practices and any other communications that are relevant to operational needs.
- Reviews and interprets technical information to develop easy to read communications, processes and/or procedures for staff of all levels.
- Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
- Works collaboratively with Toronto Water Management and/or other city staff at all levels to develop, design, implement and/or mai