Technical Help Desk - Senior
- Toronto, ON, Canada
Pay Rate: $38.21/hr - $44.17/hr · Full-time
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Job details
- Pay
- Pay Rate: $38.21/hr - $44.17/hr
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
- Location: Toronto, ON - Hybrid (Tuesday & 2nd Friday, Should be flexible to change in Office Days)
- Pay Rate: $38.21/hr - $44.17/hr
- Contract Length: 12 Months
Responsibilities
- Build and maintain schedules for help desk agents.
- Manage vacation planning and workforce allocation.
- Perform capacity planning activities on weekly, monthly, and annual horizons.
- Monitor real-time operational performance and staffing requirements.
- Manage attendance exceptions and schedule adherence.
- Produce and analyze workforce and operational reports.
- Track KPIs including service levels, occupancy, adherence, and average handle time.
- Partner with team leaders, operations managers, and workforce management stakeholders to identify trends and recommend improvements.
- Create reporting and dashboards using enterprise reporting tools.
- Support operational planning to ensure service level objectives are achieved
- 3+ years of Workforce Management / Workforce Analyst experience.
- Experience in a Help Desk, Service Desk, or Contact Centre environment.
- Hands-on experience with Verint or a similar Workforce Management platform.
- Experience with capacity planning, forecasting, scheduling, and vacation planning.
- Experience with telephony systems
- Tableau reporting experience.
- Experience with ServiceNow reporting.
- Experience with Workday.
- Must be comfortable working rotating shifts - the team provides coverage from 7:00 a.m. to 6:00 p.m., with rotating shifts of 7am to 3pm/8am to 4pm/9am to 5pm/10am to 6pm
- Power BI dashboard creation.
- Power Automate.
- Additional workforce management platforms.
- Technical Help Desk workforce management experience in large enterprise environments.
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer and request accommodation: https://raise.jobs/accommodations/
In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 or hello@raiserecruiting.com
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More about this job
Responsibilities
Build and maintain help desk staffing schedules, manage vacation planning and workforce allocation, and perform capacity planning across weekly, monthly, and annual horizons. Monitor operational performance and staffing, analyze workforce KPIs and reports, and collaborate with operational stakeholders to recommend improvements and help meet service-level objectives.
Requirements
Requires at least three years of workforce management or workforce analyst experience in a help desk, service desk, or contact centre environment, including hands-on experience with Verint or a similar platform. Candidates must have experience in capacity planning, forecasting, scheduling, vacation planning, telephony systems, Tableau, ServiceNow reporting, and Workday, and be comfortable with rotating shifts covering 7:00 a.m. to 6:00 p.m.
Skills
- Workforce Management
- Capacity Planning
- Forecasting
- Scheduling
- Vacation Planning
- Real-Time Performance Monitoring
- Workforce Reporting
- KPI Analysis
- Verint
- Telephony Systems
- Tableau
- ServiceNow Reporting
- Workday
- Power BI
- Power Automate
- Service Desk Operations
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Data & Analytics
- Technology
- Management & Leadership
Keywords
- Workforce Management
- Workforce Analyst
- Help Desk
- Service Desk
- Contact Centre
- Verint
- Capacity Planning
- Forecasting
- Scheduling
- Vacation Planning
- Workforce Allocation
- Real-Time Performance Monitoring
- Schedule Adherence
- Attendance Management
- Service Levels
- Occupancy
- Average Handle Time
- KPI Reporting
- Operational Reporting
- Dashboards
- Telephony Systems
- Tableau
- ServiceNow
- Workday
- Power BI
- Power Automate
- Rotating Shifts
- Enterprise Operations