Company Bio
Legal Aid Ontario employees are committed to making a difference in the lives of our clients.
As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.
If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.
Primary function
Provide workforce management expertise to support the effective operation of the Contact Centre through forecasting, workforce planning, scheduling, reporting and workforce management technology. Act as the organization's subject matter expert for Workforce Engagement, ensuring workforce management practices, systems and data support operational objectives and service excellence.
Home Location: Toronto Provincial Office
Secondary Location: N/A
Reporting to: Operations Manager, Intake Operations Support
Key accountabilities
- Good knowledge of Verint Workforce Engagement (WFE); configuring, administering and optimizing the platform to support workforce management processes, operational objectives and evolving business requirements.
- Manage workforce management system configurations, including organizational structures, employee profiles, schedules, activities, business rules, adherence settings, leave balances, integrations and reporting frameworks.
- Support system upgrades, releases, testing activities, troubleshooting and ongoing maintenance.
- Support the ongoing evolution of workforce management processes and technology, including transition activities from legacy systems, process redesign, data validation, testing, user adoption, and continuous improvement initiatives.
- Develop short- and long-term forecasts by analyzing historical volumes, staffing patterns, business trends and operational drivers to determine staffing requirements and support service level objectives.
- Create, maintain and optimize staffing plans and schedules to ensure operational commitments, service levels, occupancy targets and client service standards are achieved across all lines of business.
- Monitor workforce performance, staffing levels, adherence, service levels and variances in real time; identify risks and opportunities; conduct root cause analysis and provide recommendations to support operational decision-making.
- Produce and analyze workforce management, operational and performance reports, providing actionable insights and recommendations to operational leadership and senior management.
- Develop and deliver training, job aids, coaching and technical guidance related to Verint WFE functionality, workforce management processes and reporting capabilities.
- Collaborate with management, operational leaders, vendors, IT teams, and cross-functional stakeholders to resolve service-impacting issues, implement system enhancements, and support organizational objectives.
- Other duties as required.
Required Skills & Experience
- Minimum 3-5 years of workforce management experience in a contact centre environment, including forecasting, scheduling, capacity planning and real-time performance management.
- Advanced knowledge and hands-on experience configuring Verint Workforce Engagement (WFE), including forecasting, scheduling, adherence, time-off management, reporting and workforce management system administration.
- Demonstrated experience supporting workforce management system implementations, upgrades, migrations, or major enhancement initiatives.
- Strong understanding of contact centre operations, workforce management principles and key performance indicators, including service level, average speed of answer, occupancy, adherence, productivity and forecasting methodologies.
- Working knowledge of Genesys Cloud CX and an understanding of contact routing, queue structures, agent activities and operational metrics, with the ability to interpret how platform data supports workforce management forecasting, reporting, and operational decision-making.
- Experience analyzing large data sets, identifying trends and translating operational data into actionable recommendations and workforce strategies.
- Advanced Microsoft Excel skills, including Pivot Tables, formulas, data analysis and reporting; proficiency with Microsoft Office applications, including Word and PowerPoint.
- Demonstrated ability to troubleshoot system and data issues, conduct root cause analysis and collaborate with vendors, IT teams, and business stakeholders to implement solutions.
- Experience developing and delivering training, job aids, documentation, presentations and knowledge transfer sessions for technical and operational audiences.
- Strong analytical, organizational, problem-solving and project management skills, with the ability to manage multiple priorities in a fast-paced environment.
- Excellent verbal and written communication skills, with the ability to effectively communicate technical concepts and workforce management insights to stakeholders at all levels of the organization.
- Demonstrated ability to build collaborative relationships and work effectively with operational leaders, cross-functional teams, vendors and external partners.
- Demonstrated flexibility, adaptability, and commitment to continuous improvement in a rapidly evolving operational environment.
Organizational Competencies Expected
- Client Focus
- Adaptability and Flexibility
- Personal Motivation and Accountability
- Focus on Quality and Best Practice
- Problem Solving and Sound Judgment
- Organizational Awareness
- Teamwork and Collaboration
To apply, submit a résumé and cover letter.
Only those candidates selected for an interview will be notified.
Final candidates for this position will be required to undergo a criminal record check.
This position is represented by OPSEU and the employee will be governed by the provisions of the collective agreement and union dues will be deducted bi-weekly from date of hire.
Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their résumé or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.
First time applying to a position with LAO?
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Trouble applying? For telephone support please call 1-877-427-7717 or email support: candidate.njoynhelp@cgi.com.
Equity Statement
Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.
We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.
Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.
