Workforce Analyst

Posting location: Toronto, On

Employment: Full Time
Position: Workforce Analyst
Compensation: This is a salaried position (compensation depends on skills and experience)
Location: North York

We are looking for a passionate and driven Workforce Analyst to join our growing team. The Workforce Analyst will be responsible for supporting operational effectiveness to our Call Center.


  • Responsible for conducting the workload forecast and subsequent scheduling of employees for each queue within the call center for each contact type on an ongoing basis to ensure target service levels and call center metrics are achieved.
  • Responsible for various Call Center KPI reports to the business daily/weekly/monthly including but not limited to queue performance & campaign performance.
  • Responsible for daily prospect list scrubbing, uploads and maintenance
  • Perform trending and analysis of forecasts daily to continually update the Director of outcomes.
  • Evaluates the frequency of load balancing, average wait time, average talk time, after-call work and schedule adherence as it relates to average handle time to modify schedules based on consistent findings and report to the Director on how to better optimize employee schedules and achievement of service levels and customer satisfaction.
  • Update and utilize agent prioritization schemes to ensure best practices for scheduling.
  • Incorporate special campaigns or holidays and month end efforts into the scheduling scheme to ensure accuracy of forecasts and accomplishments of service levels
Required, Knowledge & Experience
  • University degree or equivalent work experience
  • Call center experience including experience in Workforce Management
  • A strong understanding and working experience with call center scheduling and monitoring software
  • Understanding of Call Center industry
  • Understanding of definitions related to metrics used in Call Center reporting, and the factors that influence their results.
  • Proven ability to proactively coordinate with team members to deliver team objectives.
  • Strong organizational and priority setting skills.
  • Able to meet aggressive deadlines with multiple priorities with minimal supervision.
  • Strong PC knowledge including advanced use of Excel
  • Excellent communication skills with the proven ability to initiate and cultivate positive working relationships
  • Confident Professional projecting a positive attitude

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25 Lesmill Rd. Ste 09 Toronto, Ontario
Local: 647-313-3284
Toll Free: 1-877-688-3384
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