Workforce analyst Jobs in Waterloo, ON

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Position Title : Workforce Analyst - Project

Reports To : Manager, Client Care Shared Services

Department : Contact Centre Term : Permanent Full-Time

Work Arrangements : This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity : Equitable is growing! We are looking to add a Workforce Analyst - Project to our Contact Centre!

The Workforce Analyst contributes to the success of the Client Care Centre (CCC) by ensuring schedules are in place and staffing levels are proactively set to align resourcing levels with forecasted work volumes. The analyst will use historical data, projected work and inquiry volumes from multiple channels (e.g., voice, email), knowledge of staff skills, and staffing data to create detailed staffing schedules to optimize CCC performance in line with defined key performance indicators.

The Client Care Centre Workforce Analyst will closely monitor activity and service levels throughout the day to make ‘on the fly’ changes to maximize service levels. This will require the Analyst to be in frequent contact with the leaders of the CCC, working with them to react to changes in resources or work, update schedules and optimize work distribution. They will use data to perform analysis and provide recommendations on potential solutions for both short-term and long-term actions. This analysis will drive operational decision making about staffing levels for intraday resource allocations and shift scheduling. The analysis will also be used to influence budget recommendations and decisions on the broader staffing model.

This role will provide support to multiple business units (Group, Individual, S&R) in a shared service model.

What you will be doing :

• Monitor incoming calls to 20+ queues and ensure enough resources are logged into each to ensure service levels are met, adjusting skill sets as needed to balance resources across queues throughout each day
• Monitor staff to ensure they are adhering to their schedule and take action to address non-adherence which may include engaging with the employee or their leader
• Adjust daily schedules to account for unexpected absences
• Track all “off the phone” activities including technical problems, outbound calls, etc. to provide meaningful insight on daily operations
• Communicate staffing gaps and areas of improvement.

Advanced forecasting and scheduling and monitoring of Client Care Centre performance

What you will bring :

What’s in it for you :

As part of the recruitment / offer process you will be required to :

This role is open due to an existing vacancy.

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at [email protected] if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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