Workforce Management and SLA Reporting Analyst

Boldr•Toronto, ON

18d•Remote

About The Position

As a Workforce and SLA Reporting Management Analyst, you will be responsible for executing and optimizing Workforce Management processes and own the operational reporting process within a 24/7 BPO environment supporting multiple channels simultaneously. This role focuses on workforce planning, scheduling, and real-time performance monitoring. You will work with moderate autonomy on complex workforce scenarios, using data-driven analysis to support staffing decisions and operational performance. You will collaborate closely with Operations, QA, and Implementations teams to ensure alignment with service targets and client needs.

Requirements

3–4 years of Workforce Management and/or operational reporting experience in a BPO or contact center environment.
Strong experience in forecasting, staffing models, and scheduling.
Proven experience building and maintaining reports and dashboards, and turning raw operational data into clear insights.
Solid understanding of SLAs, KPIs, and contact center performance metrics, with the ability to monitor, interpret, and act on them.
Proficiency in WFM tools (e.g., Verint, NICE, Aspect, Genesys or similar).
Advanced Excel or Google Sheets skills.
Hands-on experience with BI/reporting tools (e.g., Metabase, Power BI, Tableau, Looker, or similar).
Experience with scheduling platforms such as Assembled (preferred).
Experience preparing data and narratives for client-facing reviews (e.g., Business Reviews / QBRs).
Strong written and verbal communication skills, with the ability to present findings and recommendations to non-technical and client stakeholders.
Experience using AI tools to support analysis or workflow automation.
Strong analytical and problem-solving capabilities, including structured root cause analysis.
Ability to support multiple programs simultaneously in a fast-paced environment.

Nice To Haves

Experience in multi-client BPO environments.
Familiarity with Erlang C or similar forecasting methodologies.
Exposure to implementation or onboarding workflows.
Experience supporting scaling operations.
Experience partnering with CXMs, account, or client-success teams to surface additional client needs.
Familiarity with data visualization and storytelling best practices.
SQL or query-writing skills for pulling and validating reporting data.

Responsibilities

Build and maintain accurate, timely reporting and dashboards for both internal and client stakeholders.
Extract, analyze, and interpret operational and performance data in real time to identify trends, risks, and opportunities.
Build and maintain staffing models based on forecasts, productivity assumptions, and operational targets.
Translate volume forecasts into headcount requirements.
Develop scenario analyses for ramp, attrition, and seasonality.
Support workforce planning for new and existing programs.
Monitor SLAs and KPIs continuously; proactively alert stakeholders to at-risk or breached metrics and recommend corrective actions.
Apply WFM discipline (intraday management, scheduling and roster adjustments, adherence, occupancy, and capacity planning) and advise Team Captains on required changes to team members' schedules.
Create and maintain agent schedules using tools such as Assembled and homegrown AI models.
Ensure schedules align with SLA targets, coverage needs, and efficiency goals.
Account for multi-channel support, time zones, and staffing constraints.
Identify and recommend adjustments to improve staffing coverage.
Monitor intraday performance, queues, and agent adherence.
Identify risks to service levels and propose corrective actions.
Coordinate with Client Teams to implement real-time adjustments.
Prepare data, dashboards, and narratives to support the CXM for client Business Reviews / QBRs.
Support the CXM in identifying and communicating additional client needs (e.g., staffing, tooling, process changes).
Analyze WFM metrics such as occupancy, shrinkage, utilization, and SLA attainment.
Build and maintain dashboards and reports (e.g., Metabase).
Translate data into actionable insights for operations teams.
Identify trends and performance gaps.
Identify skill and performance gaps and flag team members who need additional training or coaching.
Conduct structured root cause analyses on performance issues to recommend and present findings with clear remediation plans.
Identify inefficiencies in forecasting, scheduling, and reporting processes.
Recommend and support implementation of improvements.
Leverage AI tools and automation to enhance analysis and workflows.