Workforce Management Analyst-Banking
- Toronto, ON, Canada
$17.6 to $36.97 CAD / hour · Contract
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Job details
- Pay
- $17.6 to $36.97 CAD / hour
- Job type
- Contract
- Apply by
- Posting language
- English
- Posted
Original job description
Ready to optimize workforce planning for a high-impact technical support environment? Apply Now!
Working with one of our top financial clients, this role calls for a Workforce Management Analyst-Banking to support workforce management across a 24/7 technical help desk operation. This contract offers significant exposure to capacity planning, forecasting, scheduling, reporting, and service level management, along with opportunities to influence operational decisions, identify process improvements, and contribute to workforce optimization initiatives.
Pay rate range (CAD): $17.60/hr – $36.97/hr
Responsibilities
Privacy Policy
Working with one of our top financial clients, this role calls for a Workforce Management Analyst-Banking to support workforce management across a 24/7 technical help desk operation. This contract offers significant exposure to capacity planning, forecasting, scheduling, reporting, and service level management, along with opportunities to influence operational decisions, identify process improvements, and contribute to workforce optimization initiatives.
Pay rate range (CAD): $17.60/hr – $36.97/hr
Responsibilities
- Build and maintain schedules for technical help desk agents.
- Manage vacation planning, workforce allocation, and attendance exceptions.
- Perform weekly, monthly, and annual capacity planning.
- Prepare forecasts to support staffing and operational requirements.
- Monitor real-time performance, staffing levels, and schedule adherence.
- Produce and analyze workforce management and operational reports.
- Track key performance indicators, including service levels, occupancy, adherence, and average handle time.
- Create dashboards and reporting outputs using enterprise reporting tools.
- Collaborate with team leaders, operations managers, supervisors, and service desk stakeholders to identify trends and recommend improvements.
- Support operational planning to help achieve service level objectives.
- Identify operational risks and provide proactive recommendations.
- Contribute to workforce management improvements across the technical help desk environment.
- At least three years of workforce management or workforce analyst experience.
- Experience working in a help desk, service desk, or contact centre environment.
- Hands-on experience with Verint or a comparable workforce management platform.
- Experience with capacity planning, forecasting, scheduling, and vacation planning.
- Experience with telephony systems.
- Experience creating reports in Tableau.
- Experience with ServiceNow reporting.
- Experience with Workday.
- Ability to work rotating shifts covering operational hours between 7:00 a.m. and 6:00 p.m.
- Strong communication, critical thinking, and decision-making skills.
- Independent and proactive approach to problem-solving.
- Strong attention to detail and ability to identify operational risks.
- Ability to learn quickly and perform effectively in a high-pressure environment.
- Experience creating dashboards in Power BI.
- Experience with Power Automate.
- Experience using additional workforce management platforms.
- Technical help desk workforce management experience in a large enterprise environment.
Privacy Policy
More about this job
Responsibilities
Build and maintain schedules, manage workforce allocation and attendance exceptions, and perform capacity planning and forecasting for a 24/7 technical help desk. Monitor staffing and service performance, produce reports and dashboards, and collaborate with operational stakeholders to identify risks and recommend improvements.
Requirements
Requires at least three years of workforce management or analyst experience, preferably in a help desk, service desk, or contact centre, with hands-on experience using Verint or a comparable platform. Candidates should have experience in planning, forecasting, scheduling, telephony systems, and reporting tools, along with strong communication, analytical, decision-making, and problem-solving skills; rotating shifts are required.
Skills
- Workforce Management
- Capacity Planning
- Forecasting
- Scheduling
- Vacation Planning
- Workforce Allocation
- Real-Time Performance Monitoring
- KPI Reporting
- Service Level Management
- Verint
- Telephony Systems
- Tableau
- ServiceNow Reporting
- Workday
- Power BI
- Power Automate
Visa sponsorship
Not detected in the job text
Categories
- Data & Analytics
- Customer Service & Support
- Technology
- Management & Leadership
Keywords
- Workforce Management
- Technical Help Desk
- 24/7 Operations
- Capacity Planning
- Forecasting
- Scheduling
- Vacation Planning
- Workforce Allocation
- Attendance Exceptions
- Real-Time Monitoring
- Schedule Adherence
- Service Level Management
- Key Performance Indicators
- Occupancy
- Average Handle Time
- Verint
- Telephony Systems
- Tableau
- ServiceNow
- Workday
- Power BI
- Power Automate
- Operational Reporting
- Dashboard Creation
- Contact Centre
- Risk Identification
- Process Improvement