Workforce Planner

4 days ago

Toronto, Canada Peninsula Canada Full time

**About Us**

Peninsula Canada is a provider of external HR and OHS solutions; including, employment relations and health and safety advice, consultancy, BrightHR Software and Peninsula brAInbox. We are providers to small and medium -sized businesses located throughout British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Nova Scotia, New Brunswick, Newfoundland and Labrador; with foreseeable plans of branching out to all provinces in Canada Peninsula is a division of the Peninsula Group, based in Manchester, UK which operates in the UK, Ireland, Australia, New Zealand and, most recently, Canada. We employ over 2,500 people globally Peninsula opened its first Canadian office in Toronto in September 2017 and has quickly become one of the fastest growing companies.

**The Role of Workforce Planner**

**Day-to-Day Duties and Responsibilities**
- Analyze workforce data to monitor performance trends, identify coverage gaps, and recommend staffing adjustments.
- Design and automate operational reports to track productivity, adherence to SLAs, and capacity planning.
- Develop short
- and long-term staffing forecasts based on historical trends, service volumes, and business priorities.
- Monitor real-time workflow data to ensure service levels are maintained across all communication channels.
- Provide data-driven insights and recommendations to senior leadership to support business planning and resource allocation.
- Work collaboratively with department leads across all Service departments to align staffing plans with service objectives and client demand.
- Support schedule optimization by identifying over
- or under-staffed intervals and recommending shift adjustments.
- Maintain and manage workforce planning tools and databases to ensure accuracy and efficiency.
- Contribute to continuous improvement initiatives by identifying operational bottlenecks and proposing solutions.
- Occasionally respond to internal requests regarding workflow patterns, capacity questions, or reporting metrics.

**Education & Experience**
- 3+ years of experience in workforce planning, reporting, or a related operations role
- Experience in a high-volume call centre or service-based environment
- Post-secondary education in Business, Analytics, or a related field
- Advanced Excel skills and experience with data visualization tools (e.g., Power BI, SQL)
- Ability to prioritise your workload, work under pressure in conjunction with deadlines
- Experience working with workforce management systems and CRM platforms (e.g., Salesforce, NICE, Genesys) is an asset

**What You Bring to the Team**
- Strong analytical thinking and problem-solving abilities
- Experience building dashboards, automating reports, and presenting data insights
- Excellent organizational and time management skills, with the ability to balance multiple priorities
- Highly detail-oriented with a commitment to data accuracy and integrity
- A collaborative mindset with a proactive, solutions-focused attitude

**Why Work for Peninsula?**
- Day off on your birthday
- Enhanced Health and Dental Benefits
- Access to Employee Assistance Program
- RRSP Matching Program
- Vacation increases after 2 and 5 years of service

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