Senior Analyst, Workforce Management

Description

Reporting to the Manager, Workforce Management, the successful candidate will be responsible for ensuring operational KPI targets and efficiency goals are met by providing the business with complete end-to-end Workforce Management (WFM) support.

This position is responsible for producing an 18-month rolling forecast of Operational demand, capacity, service outlooks and productivity.

The successful candidate will create compelling performance impact analysis, budget plans, and risk mitigation tactics to help support our operational business leaders.

PRIMARY RESPONSIBILITIES :

• Support business decisions through the preparation of accurate KPI forecasts, with specific focus on maximizing operational efficiencies.
• Aggregate forecast information into comprehensive, executive level presentation material
• Present analysis in a clear, concise manner with specific recommendations on how to improve SLA's and efficiency.
• Leverage statistical methodologies (regression, correlation etc.) to assess the impact of new trends.
• Track KPI performance (e.g., SLA, incoming volume, completions, AHT, shrinkage etc.) to highlight performance trends
• Assess short, medium and long-term impacts of hiring, queue consolidation, attrition, digital automation, and contingent labour.
• Support the maintenance & development of workforce planning tools / processes.
• Communicate effectively with internal and external stakeholders in accordance with TD's policies, guidelines, and procedures.
• Participating fully as a member of the team, supporting a positive work environment that promotes service to the business, quality, innovation, and teamwork.
• Participating in personal performance management and development activities.
• Contributing to a fair, positive and equitable environment that supports a diverse workforce.
• Acting as a brand ambassador for the company, internally and externally.

Job Requirements :

• Exceptional analytical skills with high attention to detail
• Advanced understanding of Time Series forecasting models such as ARIMA, Holt-Winters, etc.
• Strong technical proficiency in Python, SQL, etc.
• Advanced knowledge of MS Office, including but not limited to Excel and PowerPoint
• Ability to remain agile and pivot tasks based on business requirements.
• Excellent time management skills.
• 5+ years experience in workforce management, planning and analytics.

Additional Information :

• Experience with database management and / or visualization software such as Tableau, Power BI, SQL, PHP, Python, R etc. is an asset.
• Ability to work collaboratively and build relationships.
• Ability to work successfully as a member of a team and independently.
• Ability to exercise sound judgment in making recommendations or decisions.
• Ability to analyze, organize and prioritize work while meeting multiple deadlines.
• Ability to handle confidential information with discretion

Who We Are :

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches / stores.

Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world.

More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support.

We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing.

As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking.

Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential.

Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals.

As an organization, we keep growing and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals.

Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information :

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process

We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.

to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement :

N / A.