Workforce & Performance Analyst

**You belong at Day & Ross.**

**Workforce and Performance Analyst**

Permanent Full-time
Lachine, QC. / Winnipeg, MB
Monday - Friday / Business Hours

The Customer Service Workforce and Performance Analyst plays a pivotal role in driving the performance of our customer service activities by leveraging data and key performance indicators (KPIs) to deliver actionable insights that enhance operational effectiveness. This role is responsible for monitoring, analyzing, and reporting on a wide range of customer service metrics—such as average handle time, not ready time, number of cases worked per hour and customer satisfaction—to identify trends, uncover opportunities for improvement, and recommend strategies that elevate overall performance.

The Workforce Analyst collaborates closely with the customer service leadership team, mainly the supervisors, to ensure that performance goals are met and that agents deliver a consistently high-quality customer experience. This position requires a strong analytical mindset, attention to detail, and a passion for using data to influence business outcomes and support continuous improvement initiatives.

**How You’ll Help**
- Extract, report and analyze employee statistics daily - such as not ready time, average handle time, short calls.
- Develops key insights into workforce trends and partners with internal leaders to inform short and long-term strategy.
- Extract, report and analyze customer care center statistics daily - such as average speed of answer, number of calls per queue etc.
- Provide recommendation to improve on customer service metrics.
- Work closely with Customer Service operations and the training team to align staffing strategies with business needs.
- Participate in planning and performance meetings and provide data-driven insights.
- Analyze workforce management processes and recommend enhancements to improve efficiency, employee satisfaction, and customer experience.
- Ability to pull and analyze daily, weekly, and monthly reports for leadership, ensuring timely and accurate business insights and recommendations.
- Continuous improvement of workforce trends, data and insights.
- Any other relevant tasks as necessary
- Other related duties as may be required.

**Your Skills & Experience**:

- Post-secondary education in Business Administration or a related field.
- A suitable combination of secondary education and experience may be considered.
- Minimum 2 years’ experience in an analytical role with action driven responsibilities.
- Experience with Call Centers or Customer Service activities considered an asset.
- Proficiency in Microsoft Office Applications, especially advanced level in Excel.
- Experience using data visualization platforms such as Power BI, Tableau, or Looker to develop dashboards and performance metrics.
- Experience with Web based software such as SharePoint, Cisco Finesse, Cisco UIC, and Cisco Administration and Sales Force and CXone considered an asset.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Ability to work independently and as part of a team in a fast-paced environment.
- **English ang French required.**

If you’re chosen for the role, you’ll be asked to provide reference and criminal background checks before employment. You’ll only be contacted if you’re selected for an interview.

**About Day & Ross**

From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.

We believe our people are our greatest strength. For over a decade, we’ve been recognized as one of Canada’s Best Managed Companies. We’ve also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.
- As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values._

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