Workforce Management Analyst

395 Client Experience; Winnipeg; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A growing organization is seeking a Workforce Management Analyst to optimize performance in contact centers. This role involves managing schedules, system access, and providing solutions for workforce operations. Ideal candidates will have 3+ years of experience, Verint knowledge, and strong analytical skills. Competitive pay and benefits including health care, retirement plans, and wellness offerings are provided.

Benefits

Extended health care and dental benefits

Retirement savings plan with company contributions

Mental health programs and support

Assistance for industry designations

Qualifications

• 3+ years experience in WFM roles.
• Deep operational and administrative Verint WFM knowledge.
• Strong grasp of contact center and workforce management metrics.

Responsibilities

• Manage system access and user setup for the workforce platform.
• Build and manage front line and support staff schedules.
• Lead intraday queue and Service Level monitoring across all business units.

Skills

Analytical skills

Interpersonal skills

Communication skills

Proficiency in Excel

Verint WFM knowledge

Operational knowledge

Education

Post-secondary education in Business or Statistics

Tools

Excel

Power BI

Job description

Workforce Management Analyst page is loaded

Workforce Management Analyst

Apply remote type Hybrid locations Winnipeg, MB Toronto, ON time type Full time posted on Posted 7 Days Ago job requisition id JR359 As a Workforce Management Analyst at People Corporation, you will play a role in supporting and optimizing our contact centers’ performance. We are seeking a true people person, someone who thrives in a collaborative environment and builds trust easily. Your Verint expertise, strategic mindset, and real-time agility will be instrumental in delivering high-impact workforce solutions in a dynamic, multi-channel environment (voice, email, back-office operations…).

The Workforce Management Analyst will:

WFM System Ownership

• Act as subject matter expert and administrator of the workforce platform.

• Manage system access, user setup, skills, routing profiles, and ongoing platform set-up health.

• Coordinate with product owners and platform support teams for escalations and updates.

• Deliver internal platform training if needed and maintain documentation.

Scheduling & Shrinkage Management

• Build and manage front line and support staff schedules.

• Oversee vacation bids and time bank usage in collaboration with operations.

• Maintain the sick line and the WFM mailbox, update schedules based on inputs and manage any impact in collaboration with the operation team for any gaps.

Real-Time Management & Workforce Optimization

• Lead intraday queue and Service Level monitoring across all business units.

• Adjust staffing as needed.

• Track adherence and escalate issues to team leaders for coaching.

• Respond to real-time disruptions and system outages.

Forecasting & Capacity Planning

• Support the WFM manager in short- and long-term forecasts.

• Perform reforecasting and headcount planning.

• Collaborate with Finance, Operations and Human Resources on hiring plans and seasonal needs.
  

Reporting & Analytics

• Develop and maintain existing dashboards, Service level tracking, adherence, shrinkage, and other Key Performance Indicators.

• Conduct root cause and variance analyses.

• Monitor absenteeism/productivity to support coaching.

Governance & Continuous Improvement

• Lead workforce optimization related projects and onboarding for new clients/business lines.

• Build/Maintain Standard Operating Procedures, WFM playbooks, and compliance documentation.

• Partner with the quality, training, HR, and Operation teams on workforce planning improvements when needed.

To be a successful as a Workforce Management Analyst, you will need:

• 3+ years experience in WFM roles.

• Post-secondary education in Business, Statistics or related field.

• Deep operational and administrative Verint WFM knowledge (campaign and users’ setup, self-serve configuration, vacation bids, etc.).

• Strong grasp of contact center and workforce management metrics.

• Experience in multi-channel environments and back-office operations.

• Proficient with Excel (Pivot Tables, Power Queries); Power BI is a plus.

• Excellent analytical, interpersonal, and communication skills.

All-star candidates will have:

• Bilingual fluency (English/French) is an asset.

• Knowledge of Canadian Labour Laws and exposure either to health or insurance claims is a plus.

What’s in It for You:

• Extended health care and dental benefits

• A retirement savings plan with company contributions

• A suite of Health & Wellness offerings

• Mental Health programs and support for you and your family

• Assistance for the completion of industry designations

• Competitive compensation

At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.

We are committed to providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employeehas the opportunity toreach their potential. If you require an accommodation or an alternative format of any posting please reach out to [e-mail] .

Experience the Benefits of People.

We know that it's the vast expertise and commitment of our teams in People Corporation and our Partner Firms that have put us where we are today. We value our employees and provide competitive salaries, a comprehensive group benefits plan, and a generous retirement savings plan. And we're in it for the long haul - once you join us, we want you to thrive. If you want to make a difference in the lives of customers, if you take pride in a job well done, and if you like to have fun, talk to us.

To learn more about our Partner Firms, please click on the link below.

https://www.peoplecorporation.com/en-ca/about-us/our-partner-firms

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Accessibility Statement

Providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported is something we're committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employeehas the opportunity toreach their potential. If you require an accommodation or an alternative format of any posting please reach out to [e-mail].

For more information on Accessibility at People Corporation, visit our link