Workforce Management Analyst

BrokerLink; Calgary; On-site; CAD 59,000 - 73,000; Full time

Benefits offered by this job

Flexible work arrangements

Wellness account

Employee Share Purchase Plan (ESPP)

Group RRSP with company matching DPSP

Job summary

BrokerLink is seeking a Workforce Planner to ensure service levels and scheduling align with growth and quality targets. You will monitor intraday performance, adjust shifts, and generate real-time reports for management.

The ideal candidate has a degree in business/math/statistics/economics/computer science/engineering, 2–4 years in workforce planning, and strong Excel/macros experience. Nice-WFM, Aspect e-WFM, Verint expertise is a plus. This is a full-time role in Canada.

Qualifications

• University degree or college diploma (business, math, statistics, economics, computer science, engineering) or equivalent experience.
• 2–4 years of experience in a workforce planning department (asset).
• Proficiency in Nice-WFM, Aspect e-WFM, Verint, Cisco and Avaya software (asset).
• Ability to analyze results to generate operational improvements.
• Strong knowledge of Excel, including pivot tables, data search and comparison, conditional testing, and macros.
• Strong written and verbal communication skills.
• No Canadian work experience required; eligible to work in Canada.

Responsibilities

• Ensure that service-level objectives are met on intraday, daily, weekly, and monthly bases.
• Monitor inbound and outbound calls in real time and adjust schedules as needed.
• Optimize work schedules to meet growth, service quality, and financial goals.
• Generate and distribute real-time performance reports to management, highlighting key metrics.
• Analyze forecasts and trends to drive improvements.
• Manage schedule modifications and WFM tickets/SLAs.

Skills

Analytical thinking

Communication skills

Time management

Teamwork

Excel macros

Education

University degree or college diploma (business/math/statistics/economics/computer science/engineering)

Tools

Nice-WFM

Aspect e-WFM

Verint

Cisco

Avaya

Microsoft Excel

Job description

Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.

We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism.

We want to invest in you! Your success is our success and our purpose of “we’re here to help people” is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!

Pay at BrokerLink is about much more than just salary.

• Flexible work arrangements
• Multiple benefits offered to support physical and mental wellbeing, Wellness account and much more
• Share plan & other savings

Salary range (but not limited to):

59,300 - 72,500

Incentive plan

Annual bonus: 7.5% target, based on the base salary, with a potential payout of up to 200% (subject to personal and company performance)

As part of our commitment to Win As A Team, we share our success with employees through our incentive programs and Employee Share Purchase Plan (ESPP) – with BrokerLink matching a portion of your contributions.

Our Group RRSP, with company matching DPSP offerings provide flexibility and long-term security for our employees beyond their careers.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, location etc. The salary range presented below is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

What you’ll do here:

• Ensure that service-level objectives are met on an intraday, daily, weekly, and monthly basis.
• Monitor inbound and outbound calls in real time and adjust schedules as needed.
• Optimize work schedules to meet our growth, service quality, and financial goals.
• Generate and distribute real-time performance reports to management, highlighting key metrics and any areas of concern.
• Analyze daily forecasts (TMT, calls and transactions received), analyze and adjust trends over the past weeks.
• Management of schedule modifications.
• Monitor and action the WFM Tickets and Service Level Chats, and ensure SLAs are met.
• Manage proactive approval and denial of activities.
• First line support for web station users.

What you bring to the table:

• University degree or college diploma (business, math, statistics, economics, computer science, engineering), or any equivalent combination of education and experience.
• 2-4 years’ experience in a workforce planning department (asset)
• Proficiency in Nice-WFM, Aspect e-WFM, Verint, Cisco and Avaya software (asset).
• Can analyze results to generate operational improvements.
• Strong knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing, and macros.
• Strong written and verbal communication skills.
• Effective time and priority management.
• Teamwork and proactive individual contribution.
• No Canadian work experience required however must be eligible to work in Canada
  This role is a new member of our growing team.

We are an equal opportunity employer

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.

Discover more about BrokerLink! Visit our new dedicated Webpage.

Please note that BrokerLink does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!