Workforce Management Analyst

1 week ago

Winnipeg, Canada Neo Financial Full time

The Role

The Workforce Management (WFM) Analyst will help drive forward the long term success of our business. We’re looking for someone who loves to analyze data, and can then build the plan to support our continued growth You are adaptable to the ever-changing needs of our rapidly growing team, willing to jump in wherever needed. You’re an apt multitasker and can confidently engage with Team Leaders, Managers and Senior Leadership. You will ensure we are set up to have the right people, in the right place, at the right times so we continue to deliver exceptional support for our customers

What will you be doing day to day?
- Provide forecasting and staffing recommendations to the business by sharing insight on historical data, current trending and future state
- Utilize our software to optimize scheduling 100+ team members while constantly looking for ways to improve this software and the way we use it
- Respond to leaders questions, concerns, or requests around scheduling
- Collaboratively with the WFM team design, create, and maintain agent schedules, including onboarding new hires, schedule changes, and managing time off
- Understand when concerns need to be escalated to department leadership
- Work with our leadership teams to improve processes and tools

Who we’re looking for:

- You have strong expertise with spreadsheets and creating ad-hoc reports
- You bring an understanding of Workforce Management systems or scheduling tools
- You have database experience and ability to dig into any problem, and troubleshoot any kind of technical issue
- You bring strong verbal and written communication skills, attention to detail, grit, perseverance, organization and a thirst for learning
- You are intellectually curious, and won’t stop investigating a problem until you have identified the root causes
- You are a structured and logical thinker, capable of taking a problem and breaking it down into its component parts

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