Workforce Management Analyst

2 weeks ago

Etobicoke, Canada Insight Global Full time

JOB DESCRIPTION Insight Global is seeking a Real-Time Analyst (Workforce Management) to join one of our leading HCM clients. This role is critical in monitoring and managing real-time operations across multiple queues to ensure optimal service levels. You will actively track queue health, flag risks, and execute intraday actions to maintain performance standards. Beyond monitoring, you'll contribute to data analysis and reporting, system management, and process optimization-helping make workforce data actionable, improving operational efficiency, and ensuring compliance with organizational standards. REQUIRED SKILLS AND EXPERIENCE -Experience with JenCloud (required); Avaya or similar WFM tools. -Strong understanding of workforce management principles and terminology. -Excellent communication skills (English required; French proficiency is an asset). -Ability to prioritize, delegate, and escalate effectively in dynamic environments. -Familiarity with collaboration tools such as Webex and Slack. -Highly organized with strong communication and time management skills.

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