Workforce Management Analyst

Workforce Management Analyst

Location: Toronto, ON

Work Arrangement: Hybrid (2 days in office)

Contract Duration: 12 Months

Work Schedule: 37.5 hours per week, Monday to Friday

Experience Level: 3–6 Years

Job Overview

We are seeking an experienced Workforce Management Analyst to support workforce planning and operational performance within a large-scale Technical Help Desk / Service Desk environment.

The successful candidate will be responsible for workforce scheduling, forecasting, capacity planning, vacation management, reporting, and workforce optimization across a 24/7, 365-day support operation.

This role requires strong analytical capabilities, attention to detail, and the ability to work independently while collaborating with operational leadership and service desk stakeholders to ensure appropriate staffing levels and service level objectives are achieved.

Key Responsibilities

• Build, maintain, and optimize workforce schedules for Help Desk / Service Desk agents.
• Manage vacation planning, workforce allocation, and scheduling adjustments.
• Perform short-, medium-, and long-term capacity planning across weekly, monthly, and annual planning horizons.
• Develop workforce forecasts based on operational demand, historical trends, and staffing requirements.
• Monitor real-time operational performance and identify potential staffing gaps or service level risks.
• Manage attendance exceptions, schedule adherence, and workforce availability.
• Produce, maintain, and analyze workforce management and operational performance reports.
• Track and monitor key performance indicators (KPIs), including service levels, occupancy, schedule adherence, and average handle time (AHT).
• Develop reports and dashboards using enterprise reporting and analytics tools.
• Collaborate with team leaders, operations managers, supervisors, and workforce management stakeholders to identify trends and recommend operational improvements.
• Support operational planning and workforce optimization initiatives to ensure service level targets are consistently achieved.

Must-Have Qualifications

• 3+ years of experience in Workforce Management, Workforce Analysis, or a similar role.
• Experience working within a Help Desk, Service Desk, or Contact Centre environment.
• Hands-on experience with Verint or a comparable Workforce Management platform.
• Practical experience in capacity planning, forecasting, workforce scheduling, and vacation planning.
• Experience working with telephony systems.
• Hands-on Tableau reporting experience.
• Experience with ServiceNow reporting.
• Experience working with Workday.
• Ability and willingness to work rotating shifts between 7:00 a.m. and 6:00 p.m. (7:00 a.m.–3:00 p.m., 8:00 a.m.–4:00 p.m., 9:00 a.m.–5:00 p.m., or 10:00 a.m.–6:00 p.m.).

Nice-to-Have Qualifications

• Experience creating Power BI dashboards.
• Experience with Power Automate.
• Familiarity with additional Workforce Management platforms and tools.
• Experience supporting workforce management functions within large enterprise Technical Help Desk environments.

Required Skills and Competencies

• Strong analytical, critical-thinking, and problem-solving skills.
• Ability to work independently and make sound operational decisions.
• Exceptional attention to detail and organizational skills.
• Strong written and verbal communication skills.
• Ability to quickly learn new systems, tools, and processes.
• Proactive approach to identifying operational risks and recommending solutions.
• Ability to manage competing priorities and perform effectively in a fast-paced, high-pressure environment.
• Strong collaboration and stakeholder management skills.

Work Environment

• Hybrid work arrangement with two days in the office.
• Monday to Friday schedule, 37.5 hours per week.
• Rotating shifts between 7:00 a.m. and 6:00 p.m., depending on operational requirements.

Note: We use AI tools to: obtain basic information, detect plagiarism, false employment history or references, categorize your skills, and do an initial match with job postings.

Note: Background checks needing to be completed for successfully hired candidates.

Note: Third parties need not apply