BrokerLink

Senior WFM Analyst

BrokerLink

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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Salary

💰 CA$69,200 - CA$84,600 per year

Job Level

Senior

About the role

  • Collect, build forecasting models and analyze data from different sources in order to provide recommendations for workforce planning
  • Manage the WFM planner for respective region providing input for adjustments to upcoming months KPIs
  • Provide structured analyses and performance reports relevant for each business sectors and adapt them to the stakeholders they serve
  • Adapt and use predictive models and tools
  • Support the business sectors throughout the budget process
  • Participate in tools and process improvement initiatives
  • Establish strong relationships with various partners, both within and outside of the Workforce Management team
  • Provide support to analysts for scheduling and realtime management
  • Work on other tasks and projects as required
  • Identify opportunities to streamline the way we do things

Requirements

  • Bachelor's degree in Administration, Finance, Mathematics, Statistics or related field or any equivalent combination of education and experience
  • At least three years of workforce management experience
  • Strong analytical skills and attention to detail
  • Thorough and ability to search and collect information
  • Expertise with Excel
  • Proficient with Nice, PowerPoint and Word
  • Knowledge of Cisco Contact Center, an asset
  • Strong organization and prioritization skills
  • Can influence various stakeholder groups and convert strategy into action
  • No Canadian work experience required however must be eligible to work in Canada
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
forecasting modelsdata analysispredictive modelsbudget processscheduling managementExcelNiceCisco Contact Centerperformance reportingworkforce management
Soft Skills
analytical skillsattention to detailinformation gatheringorganization skillsprioritization skillsinfluencing skillsrelationship buildingadaptabilitycommunication skillscollaboration