Workforce Analyst

Position: Workforce Analyst

Location: Fully on-site Monday-Friday in Downtown Toronto near Union Station

Compensation: $70,000-$80,000 + perks (3 weeks of vacation, with increases after 2 and 5 years of service, employer-paid benefits, pension plan, team social events)

Type: Full time Permanent

Overview:

We’re looking for a highly analytical and detail-focused Workforce Planner to join our team in a fast-paced, evolving environment. Supporting the HR Consultancy department, this role is essential in optimizing staffing levels, enhancing service delivery, and driving process improvements through data-informed strategies. The ideal candidate has a solid foundation in workforce planning, reporting, and operational analysis, with a keen eye for efficiency and a strong commitment to service excellence.

Key Responsibilities:

• Monitor workforce performance by analyzing data to identify trends, coverage gaps, and opportunities for staffing adjustments.
• Design and automate reports to track productivity, SLA adherence, and capacity planning.
• Develop short- and long-term staffing forecasts using historical data, service volumes, and business objectives.
• Oversee real-time workflow and ensure service levels are met across all communication channels.
• Provide actionable insights and recommendations to senior leaders to inform strategic planning and resource allocation.
• Collaborate with departmental leaders across all service areas to align staffing strategies with operational goals and client needs.
• Support shift optimization by identifying periods of over- or under-staffing and suggesting schedule adjustments.
• Manage and maintain workforce planning tools and databases for accuracy and usability.
• Identify and address operational challenges, contributing to ongoing process improvements.
• Respond to ad hoc internal requests regarding capacity, workflow trends, and performance metrics.

Qualifications & Experience:

• Minimum 3 years of experience in workforce planning, reporting, or operational analysis
• Background in a high-volume call centre or service-driven environment
• Post-secondary education in Business, Analytics, or a related field
• Advanced proficiency in Excel and familiarity with data visualization tools (e.g., Power BI, SQL)
• Strong time management and prioritization skills, with the ability to meet deadlines under pressure
• Experience with workforce management systems and CRM tools (e.g., Salesforce, NICE, Genesys) considered an asset

INDCAN

MC49866