Workforce Analyst

Role Responsibilities

Supporting the Common Service Delivery Branch, this role is responsible for workforce forecasting, scheduling, real-time monitoring, and reporting for contact centres. It contributes directly to service level attainment and operational performance by aligning resources with business demands through data-driven strategies and cross-functional collaboration.

Reporting to the Workforce Management Supervisor, this position works independently to create reports and analyze discrepancies and variances between forecasted and actual volumes. The position also provides data to identify and address imbalances in staffing and workload distribution to improve overall service delivery. It further involves monitoring and investigating queue performance irregularities to support consistent service levels and efficient day to day operations.

The analyst applies sound judgment in selecting and adjusting reporting parameters to generate an accurate reflection of contact centre performance and support informed operational decisions. This position provides training and support to staff on how to use the software. The analyst effectively communicates with staff and leadership in a collaborative and respectful manager.