WFM Analyst

BrokerLink • Toronto, ON

3d • Hybrid

About The Position

We’re looking for a WFM Analyst to join our growing team! This role is essential in ensuring that service-level objectives are met on a daily, weekly, and monthly basis. The WFM Analyst will monitor inbound and outbound calls in real time, adjust schedules as needed, and optimize work schedules to meet growth, service quality, and financial goals. The position involves building reports to track daily operations, generating timely reports with data integrity, and analyzing daily forecasts and trends. Additionally, the role includes analyzing for coaching tracks to managers, managing schedule modifications, monitoring the scheduling email inbox, managing proactive approval and denial of activities, and providing first-line support for web station users.

Requirements

• University degree or college diploma (business, math, statistics, economics, computer science, engineering), or any equivalent combination of education and experience.
• Proficiency in Excel, including pivot tables, data search and comparison techniques, conditional testing and macros.
• Strong written and verbal communication skills.
• Effective time and priority management.
• Teamwork and proactive individual contribution.
• Bilingual (French and English) - Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.
• Must be eligible to work in Canada.

Nice To Haves

• 1-3 years’ experience in a workforce planning department.
• Proficiency in Nice-WFM, Verrint, Cisco and Avaya software.

Responsibilities

• Ensure that service-level objectives are met on a daily, weekly and monthly basis.
• Monitor inbound and outbound calls in real time and adjust schedules as needed.
• Meet our service-level targets.
• Monitor service levels in real time.
• Optimize work schedules to meet our growth, service quality and financial goals.
• Build reports to track daily operations for timely feedback.
• Generate reports in a timely manner and ensure data integrity.
• Analyze daily forecasts (TMT, calls and transactions received), analyze and adjust trends over the past weeks.
• Analyze for coaching track to managers.
• Management of schedule modifications.
• Monitor and control the scheduling email inbox.
• Manage proactive approval and denial of activities.
• First line support for web station users.

Benefits

• Flexible work arrangements
• Multiple benefits offered to support physical and mental wellbeing
• Wellness account
• Share plan & other savings
• Incentive plan
• Annual bonus: 7.5% target, based on the base salary, with a potential payout of up to 200% (subject to personal and company performance)
• Employee Share Purchase Plan (ESPP) – with BrokerLink matching a portion of your contributions.
• Group RRSP, with company matching DPSP offerings

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree