Senior Workforce Forecasting & Scheduling Analyst

Scotiabank; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading bank in Toronto is seeking a Senior Analyst, Workforce Management, to develop workforce plans and optimize scheduling for customer service teams. This role requires extensive experience in contact centre operations and workforce management tools. The ideal candidate will possess strong analytical and project management skills, with proficiency in Power BI and Excel. This is an opportunity to influence service efficiency and improve business outcomes in a dynamic environment.

Benefits

Inclusive workplace

Career growth opportunities

Qualifications

• 5+ years of contact centre experience with workforce management tools.
• Strong analytical skills for predictive modeling and gap analysis.
• Exceptional communication skills across management levels.

Responsibilities

• Develop and maintain an 18-month Capacity Plan for staffing.
• Create short-term schedules based on service level targets.
• Perform data-driven trend analysis and reporting for improvement.

Skills

Analytical skills

Forecasting modeling

Interpersonal communication

Mathematical skills

Project management

Education

5+ years of contact centre industry experience

Tools

Power BI

MS Excel

SharePoint

VBA

Job description

A leading bank in Toronto is seeking a Senior Analyst, Workforce Management, to develop workforce plans and optimize scheduling for customer service teams. This role requires extensive experience in contact centre operations and workforce management tools. The ideal candidate will possess strong analytical and project management skills, with proficiency in Power BI and Excel. This is an opportunity to influence service efficiency and improve business outcomes in a dynamic environment.