The Workforce Management Analyst will:
WFM System Ownership
Act as subject matter expert and administrator of the workforce platform.
Manage system access, user setup, skills, routing profiles, and ongoing platform set-up health.
Coordinate with product owners and platform support teams for escalations and updates.
Deliver internal platform training if needed and maintain documentation.
Scheduling & Shrinkage Management
Build and manage front line and support staff schedules.
Oversee vacation bids and time bank usage in collaboration with operations.
Maintain the sick line and the WFM mailbox, update schedules based on inputs and manage any impact in collaboration with the operation team for any gaps.
Real-Time Management & Workforce Optimization
Lead intraday queue and Service Level monitoring across all business units.
Adjust staffing as needed.
Track adherence and escalate issues to team leaders for coaching.
Respond to real-time disruptions and system outages.
Forecasting & Capacity Planning
Support the WFM manager in short- and long-term forecasts.
Perform reforecasting and headcount planning.
Collaborate with Finance, Operations and Human Resources on hiring plans and seasonal needs.
Reporting & Analytics
Develop and maintain existing dashboards, Service level tracking, adherence, shrinkage, and other Key Performance Indicators.
Conduct root cause and variance analyses.
Monitor absenteeism/productivity to support coaching.
Governance & Continuous Improvement
Lead workforce optimization related projects and onboarding for new clients/business lines.
Build/Maintain Standard Operating Procedures, WFM playbooks, and compliance documentation.
Partner with the quality, training, HR, and Operation teams on workforce planning improvements when needed.
To be a successful as a Workforce Management Analyst, you will need:
3+ years experience in WFM roles.
Post-secondary education in Business, Statistics or related field.
Deep operational and administrative Verint WFM knowledge (campaign and users’ setup, self-serve configuration, vacation bids, etc.).
Strong grasp of contact center and workforce management metrics.
Experience in multi-channel environments and back-office operations.
Proficient with Excel (Pivot Tables, Power Queries); Power BI is a plus.
Excellent analytical, interpersonal, and communication skills.
All-star candidates will have:
Bilingual fluency (English/French) is an asset.
Knowledge of Canadian Labour Laws and exposure either to health or insurance claims is a plus.
What’s in It for You:
Extended health care and dental benefits
A retirement savings plan with company contributions
A suite of Health & Wellness offerings
Mental Health programs and support for you and your family
Assistance for the completion of industry designations
Competitive compensation
At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.
We are committed to providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. If you require an accommodation or an alternative format of any posting please reach out to [email protected].
