Workforce Analytics Consultant

WORKFORCE ANALYTICS CONSULTANT

Job : 60553 Job Category: Operations & Maintenance Division & Section: Customer Experience, Business Intelligence & Workforce Work Location: Metro Hall, 55 John St, Toronto, ON M5V 0C4 Job Type & Duration: 1 Full-Time, Temporary (12 month) Vacancy Salary Range: $87,800.00 - $
Hiring Zone: $96,819.00 - $
Shift Information: Monday to Friday, 35 Hours per Week Affiliation: Non-Union Number of Positions Open: 1 Posting Period: 02-Jun-2026 to 11-Jun-2026

You will oversee realu
2011time intraday workforce monitoring and forecasting activities, including making realu
2011time schedule updates, supporting the creation, maintenance, and optimization of staff schedules, monitoring agent activity and schedule adherence live, and producing extensive workforce performance reports.

The role identifies and escalates adherence and performance issues that impact service levels to Supervisors and management within the customer contact centre and field environments.

• Analyzes all customer service metrics, forecasts and trends within customer care and customer field services to identify root causes for variances; makes recommendations and identifies opportunities for service improvements.
• Monitors realu
  2011time contact volumes, queues, staffing levels, and schedule adherence for the 311 Contact Centre to identify emerging risks to service level performance.
• Provides realu
  2011time, intraday recommendations related to staffing adjustments, activity changes, overtime, and resource reallocation based on operational conditions.
• Analyzes statistics and makes recommendations to management regarding staffing needs and requirements based on scheduling and service metrics.
• Provides reports on absenteeism and schedule deviation while identifying trends and potential resolutions.
• Tracks and reports on realu
  2011time performance trends and escalates issues impacting service objectives to supervisors and managers in a timely manner.
• Prepares regular and adu
  2011hoc workforce performance reports related to call volumes, service levels, schedule adherence, absenteeism, and intraday performance.
• Participates in labour relations matters as they relate to Toronto workforce analytics initiatives such as staffing needs and forecasting optimization.
• Conducts statistical data analysis on various strategic, operational and financial measurements, disseminates and reports on trends and findings, and makes appropriate recommendations.
• Provides suggested strategies/policies/programs and action plans to appropriate staff who will create and/or modify business processes accordingly that will improve performance, effective service delivery and customer service.
• Conducts business process reviews and makes recommendations to the Manager and senior management with regards to service optimization and business process simplifications that could result in alternate service delivery/contracting out, restructuring, changes in staffing levels and resource allocation.
• Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
• Works collaboratively with Quality Assurance Consultant to develop, implement and/or maintain an employee performance evaluation and recognition program for customer contact centre and field service delivery employees.
• Deals with confidential information affecting the division and its resources and prepares and presents reports to Manager and senior management supporting recommendations on changes/improvements in employee performance, business process, training and services standards, including appropriate staffing levels and resource allocation.
• Develops and maintains workforce dashboards and analytical tools used to monitor performance and inform decisionu
  2011making.
• Communicates workforce insights through explicit, concise written reports and presentations for operational and senior management.
• Develops and maintains shortu
  2011term and longu
  2011term forecasts of 311 call volumes using historical data, trends, and seasonal patterns.
• Analyzes forecast accuracy and identifies opportunities to improve forecasting assumptions, methodologies, and outcomes.
• Uses forecasted work volumes to support staffing recommendations, scheduling decisions, and service planning initiatives.
• Investigates, evaluates and responds to inquiries to ensure continuous improvement of employee performance, processes and procedures; and make adjustments to business policies/processes where necessary.
• Attends frequent meetings with Supervisors, Managers and/or other identified personnel to provide insight on forecasted scheduling and any potential risk factors affecting schedules.
• Communicates and provides feedback regarding performance metrics through written and/or oral reports.
• Coordinates and delivers various information, including annual reporting, metric/benchmarking, tracking/reporting, internal…