Workforce Planner

We are looking for a highly analytical Workforce Planner to join our HR Consultancy team within a dynamic, service-oriented environment. This role is critical to aligning staffing resources with client demand, safeguarding service standards, and supporting informed, data-driven decisions across the organization.

The successful candidate will have a strong background in workforce analytics, forecasting, and operational reporting, along with a continuous improvement mindset and a focus on accuracy and efficiency. This is a fully office-based position.

Base salary: $70, 000 – $80, 000 commensurate with experience

Working environment: 5 days in office, Downtown Toronto off King and Union station

Core Accountabilities

• Evaluate workforce and performance data to uncover trends, capacity risks, and improvement opportunities
• Build, automate, and maintain operational reporting to monitor productivity, service levels, and staffing capacity
• Create short- and long-range staffing forecasts using historical trends, demand drivers, and business goals
• Track live workflows and volumes to ensure service targets are consistently achieved across all communication channels
• Deliver concise, insight-driven analysis and recommendations to senior leaders and stakeholders
• Collaborate with service and operational leaders to ensure workforce plans support client needs and service commitments
• Identify scheduling inefficiencies, including over- and under-utilization, and recommend corrective actions
• Ensure the accuracy and integrity of workforce planning tools, databases, and reporting systems
• Support continuous improvement efforts by highlighting process gaps and proposing data-backed solutions
• Respond to ad hoc requests related to capacity planning, workflow analysis, and operational reporting

Education & Professional Experience

• Minimum of 3 years’ experience in workforce planning, analytics, reporting, or a similar operational role
• Background in a high-volume contact centre or service-focused environment
• Post-secondary education in Business, Analytics, or a related discipline
• Advanced proficiency in Excel and experience with reporting or visualization tools such as Power BI or SQL
• Demonstrated ability to balance multiple priorities and meet tight deadlines
• Familiarity with workforce management systems and CRM platforms (e.g., Salesforce, NICE, Genesys) is an asset

Skills & Attributes

• Strong analytical thinking and problem-solving capabilities
• Proven success developing dashboards, automating reporting, and translating data into actionable insights
• Excellent organizational and time management skills
• Clear, professional communication skills across written and verbal channels
• Meticulous attention to detail and dedication to data accuracy
• A proactive, collaborative, and solution-driven approach

Perks and Benefits

• Day off on your birthday
• Enhanced Benefits with Health and Dental Coverage
• We offer a Registered Retirement Savings Plan (RRSP) Matching Program
• Downtown Location
• Vacation Days increase after 2 and 5 years’ service

INDCAN

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Portfolio are acting on behalf of our client in recruiting for this position. To the best of our knowledge, this vacancy is for a new or existing role within their organization.