Real-Time Workforce Optimizer

Propel Holdings; Toronto; On-site; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Growth opportunities

Company culture

Health benefits

Vacation package

RRSP program

Parental support

Diversity & inclusion

Job summary

Propel Holdings in Toronto is seeking a Workforce Management Analyst to monitor adherence, record attendance, manage dialers and queues, and optimize staffing across US and Canada lines of business. The role requires strong Excel skills and experience in NICE In-Contact and UKG.

You will schedule coaching, track training, and collaborate with operations to ensure service levels are met in a dynamic fintech support environment.

Qualifications

• 2+ years of experience in a contact center environment.
• 2+ years of Workforce Management experience as an RTA or Analyst.
• High level of accuracy and problem-solving skills.
• Ability to prioritize workload, meet deadlines and perform multiple tasks.

Responsibilities

• Monitor NICE Clearview and Real-Time Adherence across US and Canada; identify agents not in adherence.
• Record absence, tardiness, and NCNS events; update NICE and UKG with codes and notes.
• Monitor calls waiting longer than 80 seconds; manage queues across digital channels.
• Allocate agents to high-volume queues and alert operations when staffing gaps arise.
• Schedule coaching, training, and e-learning; maintain training trackers.

Skills

Contact center experience

Workforce management

Excel proficiency

Time management

Organizational skills

Attention to detail

Tools

NICE In-Contact

UKG

DOMO

Job description

Propel Holdings in Toronto is seeking a Workforce Management Analyst to monitor adherence, record attendance, manage dialers and queues, and optimize staffing across US and Canada lines of business. The role requires strong Excel skills and experience in NICE In-Contact and UKG.

You will schedule coaching, track training, and collaborate with operations to ensure service levels are met in a dynamic fintech support environment.