WFM Analyst, Banking — 24/7 Tech Help Desk

BeachHead Inc.; Toronto; On-site; CAD 24,000 - 51,000; Full time

Job summary

BeachHead Inc. is seeking a Workforce Management Analyst-Banking to support a 24/7 technical help desk operation. The role focuses on capacity planning, forecasting, scheduling, reporting, and service level management in a contract capacity.

Responsibilities include building schedules, forecasting staffing needs, monitoring real-time performance, and creating dashboards. Requires Verint experience and ability to work shifts 7:00 a.m. – 6:00 p.m. in a Canadian setting.

Qualifications

• Three years of workforce management or analyst experience.
• Experience in a help desk, service desk, or contact centre.
• Hands-on Verint experience or similar WFM platform.
• Capac ity planning, forecasting, scheduling, and vacation planning.
• Experience with telephony systems.
• Experience creating reports in Tableau.
• Experience with ServiceNow reporting.
• Experience with Workday.
• Ability to work rotating shifts 7:00 a.m. – 6:00 p.m.
• Strong communication, critical thinking, and problem-solving.

Responsibilities

• Build and maintain schedules for technical help desk agents.
• Manage vacation planning, workforce allocation, and attendance exceptions.
• Perform capacity planning on a weekly, monthly, and annual basis.
• Prepare forecasts to support staffing and operational needs.
• Monitor real-time performance, staffing levels, and schedule adherence.
• Produce and analyze workforce management and operational reports.
• Track KPIs including service levels, occupancy, adherence, and AHT.
• Create dashboards and reports using enterprise reporting tools.
• Collaborate with leaders to identify trends and improvements.
• Support operational planning to meet service levels.
• Identify risks and provide proactive recommendations.
• Contribute to WFM improvements across the help desk.

Skills

Workforce management

Help desk environment

Verint

Capacity planning

Forecasting

Scheduling

Tableau

ServiceNow reporting

Workday

Power BI

Tools

Verint

Tableau

ServiceNow

Workday

Power BI

Job description

BeachHead Inc. is seeking a Workforce Management Analyst-Banking to support a 24/7 technical help desk operation. The role focuses on capacity planning, forecasting, scheduling, reporting, and service level management in a contract capacity.

Responsibilities include building schedules, forecasting staffing needs, monitoring real-time performance, and creating dashboards. Requires Verint experience and ability to work shifts 7:00 a.m. – 6:00 p.m. in a Canadian setting.