Workforce Analyst (remote - open to US or Canada)

Innodata Inc; Toronto; Remote; CAD 60,000 - 90,000; Full time

Job summary

A leading data engineering company in Canada is seeking a Supply Planning Analyst to optimize workforce efficiency and enhance service delivery. The ideal candidate will have a strong background in scheduling and workforce management. This remote role offers comprehensive benefits, a high-growth environment, and the opportunity to make a real impact through data-driven decision-making.

Benefits

Comprehensive benefits package including medical, dental, vision, and life insurance

Generous paid time off

High-growth environment with real impact

Qualifications

• Minimum 3 years of experience in a Workforce Management environment focusing on scheduling or intraday management.
• Proven ability to manage complex, multi-skill, multi-channel workforce environments.

Responsibilities

• Create, manage, and optimize agent schedules to align with forecasted demand and SLA requirements.
• Monitor agent activity in real time using WFM tools to ensure adherence and productivity targets.
• Lead the implementation and communication of supply-demand guidelines related to scheduling.

Skills

Analytical Thinking

Proactive Problem-Solving

Communication

Attention to Detail

Education

Bachelor's degree in Engineering, Mathematics, Business Administration, Computer Science, Data Science

Certifications in Workforce Management or Data Analytics

Tools

Microsoft Excel

Workforce Management systems (e.g., NICE IEX, Verint, Genesys WFM, Aspect)

Power BI

Tableau

Job description

Overview

Job Title: Supply Planning Analyst

Location: Fully Remote (USA or Canada excluding Quebec)

About the Company

Innodata (NASDAQ: INOD) is a leading data engineering company. With more than 2,000 customers and operations in 13 cities around the world, we are an AI technology solutions provider for technology companies and industries including financial services, insurance, technology, law, and medicine. By combining machine learning and AI technologies, a global workforce of subject matter experts, and a high-security infrastructure, we help deliver AI-powered data solutions and platforms. Our global workforce includes over 7,000 employees in multiple regions, and we are poised for growth.

About the Role

We are looking for a Supply Planning Analyst who is highly analytical, proactive, and results-driven with expertise in scheduling. This role is responsible for optimizing workforce efficiency, ensuring operational adherence, and enhancing service delivery across regions and markets. You will design and maintain real-time strategies, manage dynamic scheduling frameworks, and provide data-driven insights to enable efficient decision-making. The focus is on proactively managing staffing levels, monitoring agent adherence in real time, and ensuring optimal resource allocation to meet SLAs, customer expectations, and business objectives. You will also track and monitor inventory of supplies and assets critical to the workforce (e.g., laptops, tokens, machinery) and inform teams about resource availability to avoid bottlenecks and idle time. The ideal candidate possesses strong knowledge of workforce management processes and can translate real-time data into actionable operational strategies.

What You’ll Be Doing

1. Scheduling and Shift Optimization

   • Create, manage, and optimize agent schedules to align with forecasted demand and SLA requirements.

   • Build shift patterns that balance agent availability, labor constraints, and business needs across regions and time zones.

   • Design and implement flexible scheduling models that adapt to fluctuating call volumes and market dynamics.

   • Evaluate schedule adherence and recommend modifications to improve utilization while maintaining compliance.

2. Real-Time Monitoring and Intraday Management

   • Monitor agent activity in real time using WFM tools to ensure adherence and productivity targets.

   • Respond to changes in staffing, volumes, or disruptions by deploying contingency plans and adjusting schedules.

   • Escalate service-impacting issues and collaborate to implement timely solutions.

   • Use real-time insights to minimize unproductive time, manage shrinkage, and maximize agent availability.

   • Regularly monitor and report on assets and resources, informing process owners of deficits or inventory gaps.

3. Guideline Implementation

   • Lead the implementation and communication of supply-demand guidelines related to scheduling and real-time monitoring.

   • Ensure consistent adherence to supply planning standards across multiple sites while respecting regional requirements.

   • Train and guide operations teams on real-time protocols, escalation processes, and scheduling procedures.

4. Performance Tracking and Compliance Monitoring

   • Track and analyze performance metrics such as adherence, occupancy, schedule efficiency, and shrinkage across teams and time intervals.

   • Audit usage of activity codes and ensure alignment with planned schedules and strategies.

   • Identify anomalies or breaches and take corrective actions such as rescheduling, coaching, or escalation.

5. Cross-Functional Collaboration

   • Serve as the primary point of contact for real-time performance updates, staffing challenges, and resource allocation issues.

   • Collaborate with Operations, Quality Assurance, Training, and Human Resources to align workforce plans with business needs.

   • Partner with Forecasting and Capacity Planning teams to synchronize short-term staffing with long-term projections.

6. KPI Management and Reporting

   • Develop and maintain dashboards and reports showing WFM KPIs across business units.

   • Analyze trends in adherence, service levels, shrinkage, and real-time adjustments to drive continuous improvement.

   • Share findings with leadership through regular performance reviews and operational reports.

7. Shrinkage and Non-Productive Time Allocation

   • Allocate shrinkage (breaks, training, meetings) based on business priorities and forecasted needs.

   • Distribute shrinkage to maintain optimal staffing for customer-facing activities.

   • Collaborate with team leaders to adjust shrinkage based on real-time service conditions.

8. Process Improvement and Innovation

   • Continuously review WFM processes to identify gaps and inefficiencies and propose solutions.

   • Advance automation and innovation in scheduling and real-time monitoring to improve speed and accuracy.

   • Stay informed about trends and tools in workforce analytics and share beneficial recommendations.

Education

• Bachelor’s degree in Engineering, Mathematics, Business Administration, Computer Science, Data Science, or related analytical field.

• Certifications in Workforce Management or Data Analytics are a plus.

Experience

• Minimum 3 years of experience in a Workforce Management environment focusing on scheduling or intraday management.

• Proven ability to manage complex, multi-skill, multi-channel workforce environments.

Technical Skills

• Proficiency in Microsoft Excel with advanced functions (LOOKUP, INDEX, MATCH, IFS, PivotTables, Macros).

• Experience with Workforce Management systems (e.g., NICE IEX, Verint, Genesys WFM, Aspect, or similar).

• Strong data visualization and reporting using Excel, Power BI, or Tableau.

• Ability to work with large datasets and derive insights for operational decisions.

Core Competencies

• Analytical Thinking: Ability to interpret complex data, identify patterns, and recommend insights.

• Proactive Problem-Solving: Quick thinking and adaptability in real-time environments.

• Communication: Ability to present data and explain workforce decisions to technical and non-technical audiences.

• Attention to Detail: Precision in schedule building and activity coding.

What We Offer

• Fully remote work – work from anywhere in the United States or Canada.

• Comprehensive benefits package – medical, dental, vision, life, AD&D, long-term disability (LTD), and EAP.

• Generous paid time off – vacation, personal, and sick days.

• High-growth environment – fast-paced team with real impact.

EEO Statement: We are an equal opportunity employer committed to fostering an inclusive, respectful, and diverse workplace. We welcome applications from individuals of all backgrounds and are dedicated to employment equity and building a team that reflects the diverse communities in which we live and operate.

Accommodations: In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), we provide accommodations throughout recruitment and selection. If you require an accommodation, please let us know and we will work with you to meet your needs.