Workforce Management Analyst

at  Payworks Inc

Doing business to business, person to person. Payworks is a leading workforce management solutions provider and multi-year winner of the Canada’s Best Managed Companies program. We are proud to be Canadian owned and operated as well as committed to developing world-class products and providing a progressive workplace culture where Doing Right by People is our purpose.
With clients of all sizes from coast to coast and more than 600 employees, we currently have an exciting opportunity on our Service team for the right candidate. Because when it comes to great people, there’s always room for one more.

DOING RIGHT BY PEOPLE – IT’S WHAT WE DO

Reporting to the Manager, Service, the Workforce Management Analyst (WFMA) is responsible for identifying and supporting the implementation of streamlined employee scheduling, time tracking, and future planning as well as optimizing productivity and reducing risk across the Service organization. The WFMA effectively and accurately forecasts workload and staffing needs through analytical review of historical data combined with real time monitoring of volumes and staffing levels to positively influence client and employee satisfaction through a more productive and motivated workforce. The WFMA prepares reports, performs thoughtful analysis, and provides strategic recommendations to the Service Leadership team to help ensure departmental targets are being achieved.
You have a proven background in customer-facing contact center environment and have a passion for analysis, problem solving, collaboration and the ability to thrive in a fast-paced environment.

• Contribute to excellence in business operations – As a member of the Service team, you will develop and optimize forecasting models, propose resource plans and make headcount recommendations to support changing business and customer needs due to seasonal peak volumes, projects/product launches, fluctuations in sales volumes. You will create Standard Operating Procedures (SOPs) that outline processes for responding to significant changes in Service Level, AHT, volumes, unplanned absences etc. You will work closely with Service Leaders and Business Operations team to identify and implement operational efficiencies related to Workforce Management (WFM). Utilizing WFM tools to set benchmarks and identify inefficiencies within the service organization that require investigation and resolution.
• Schedule and Analyze – You will utilize the forecasted data and historical metrics to create optimized service schedules including headcount per shift, ideal shift patterns and skillset coverage in alignment with the service model. You will identify and implement processes to ensure efficient and equitable workload distribution across service teams and individual service representatives. Using your expertise, you will recommend adjusted Client Service Representative queue assignments and/or shifts to manage through sudden spikes in volumes due to external events, Business Continuity Management incidents (including technical system issues, equipment failure, bad weather etc.) or product launches.
• Reporting & Real Time Monitoring – You will monitor real-time interaction data to confirm adherence to schedules, sufficient resourcing levels, and identify required adjustments to queue and/or lines of communication assignments in order to ensure client needs are being met. Produce and maintain an analytics Dashboard to report on KPIs and other benchmarks and provide ad hoc reports as requested by Service Leaders to assist in daily management of the overall service organization. You will track and report on correlations between workforce management initiatives and customer experience scores (including NPS, surveys and feedback messages)