Intraday Workforce Performance Consultant

Take on a key role as an Intraday Workforce Performance Consultant with the City of Toronto, focusing on real-time workforce management and performance enhancement. This position is vital for optimizing contact centre service levels.

In this analytical position, you will oversee workforce monitoring, forecast call volumes, and provide actionable recommendations for staffing and scheduling. Your contribution will be instrumental in ensuring that service objectives are met while identifying performance trends and issues. You’ll use your expertise to inform strategic decisions affecting the workforce.

Key Responsibilities:

• Analyze and monitor schedule adherence and performance

• Prepare reports on workforce performance metrics

• Recommend solutions for optimizing staffing levels

• Conduct statistical analysis for operational insights

• Collaborate with management on continuous improvements

Requirements:

• Extensive experience in workforce management systems

• Knowledge of service-level forecasting and analytics

• Background in developing operational performance reports

• Strong problem-solving and analytical skills

• Experience engaging with management for process improvements

Utilize your expertise to drive workforce efficiency and elevate service delivery standards for the City of Toronto.
#J-18808-Ljbffr