Analyst, Workforce Management

Neo Financial • Winnipeg, MB

2d • Onsite

About The Position

The Workforce Management (WFM) Analyst will help drive forward the long-term success of our business by serving as the frontline defender of our Service Level Agreements (SLAs). We’re looking for someone who loves to actively monitor and manage intraday contact center performance, ensuring staffing alignment with real-time forecasted demand and driving immediate responses to service-level threats! You are adaptable to the ever-changing needs of our rapidly growing team, willing to jump in wherever needed to optimize the utilization of our available workforce. 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, highly efficient support for our customers!

Requirements

• Proven experience with Workforce Management systems, scheduling tools, or real-time contact center monitoring platforms.
• Strong expertise with spreadsheets, tracking key metrics, and creating accurate, data-backed ad-hoc reports and daily summaries.
• Strong abstract and pattern-recognition skills, with the ability to instantly spot recurring trends in agent behavior, routing logic, or SLA slippage.
• Confident, high-ownership decision-maker who can take quick action in a fast-paced environment without needing constant leadership validation.
• Strong verbal and written communication skills, attention to detail, grit, perseverance, organization, and a clear ability to articulate root causes and complex risks to cross-functional teams.
• Structured and logical thinker, capable of taking a complex operational problem, breaking it down into its component parts, and reasoning through to a real-time solution.

Responsibilities

• Monitor queue and agent performance in real time across voice, chat, and asynchronous channels to achieve and maintain intraday service level targets.
• Identify and flag agent behavior deviations (e.g., excessive ACW, misuse of statuses, low concurrency) and escalate to Managers and Member Product Specialists (MPS) to ensure schedule adherence and high occupancy.
• Dynamically adjust agent routing, skill assignments, and break coverage as needed to protect live SLAs and optimize workforce utilization.
• Collaboratively work with Scheduling, Tier 2/3, and Leadership teams to resolve unplanned deviations such as sudden volume spikes or absenteeism, continuously updating and executing the intraday plan based on demand trends.
• Meticulously track, document, and maintain accurate reporting logs of all intraday actions and system adjustments using tools like Playvox, Zendesk, or custom dashboards.
• Communicate operational changes, system alerts, and emerging SLA-impacting risks clearly and with appropriate urgency through defined escalation channels.
• Work with our leadership and technical enablement teams to troubleshoot real-time tool issues, optimize routing systems, and improve overarching workforce processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed