Workforce Management Analyst-Banking

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

Working with one of our top financial clients, this role calls for aWorkforce Management Analyst-Banking to support workforce management across a 24/7 technical help desk operation. This contract offers significant exposure to capacity planning, forecasting, scheduling, reporting, and service level management, along with opportunities to influence operational decisions, identify process improvements, and contribute to workforce optimization initiatives.

Pay rate range (CAD): $17.60/hr – $36.97/hr

Responsibilities

• Build and maintain schedules for technical help desk agents.
• Manage vacation planning, workforce allocation, and attendance exceptions.
• Perform weekly, monthly, and annual capacity planning.
• Prepare forecasts to support staffing and operational requirements.
• Monitor real-time performance, staffing levels, and schedule adherence.
• Produce and analyze workforce management and operational reports.
• Track key performance indicators, including service levels, occupancy, adherence, and average handle time.
• Create dashboards and reporting outputs using enterprise reporting tools.
• Collaborate with team leaders, operations managers, supervisors, and service desk stakeholders to identify trends and recommend improvements.
• Support operational planning to help achieve service level objectives.
• Identify operational risks and provide proactive recommendations.
• Contribute to workforce management improvements across the technical help desk environment.

Desired Skill-Set

• At least three years of workforce management or workforce analyst experience.
• Experience working in a help desk, service desk, or contact centre environment.
• Hands-on experience with Verint or a comparable workforce management platform.
• Experience with capacity 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 covering operational hours between 7:00 a.m. and 6:00 p.m.
• Strong communication, critical thinking, and decision-making skills.
• Independent and proactive approach to problem-solving.
• Strong attention to detail and ability to identify operational risks.
• Ability to learn quickly and perform effectively in a high-pressure environment.

Nice to Have

• Experience creating dashboards in Power BI.
• Experience with Power Automate.
• Experience using additional workforce management platforms.
• Technical help desk workforce management experience in a large enterprise environment.

BeachHead is an equal opportunity agency and employer. We advocate for our candidates and welcome applicants regardless of race, color, religion, national origin, sex, age, or physical or mental disability. BeachHead or our clients may use technology-enabled tools, including automation and artificial intelligence (AI), to support parts of the recruitment process such as resume screening, application management, and candidate matching. These tools assist our recruiters and our clients, and do not replace human decision-making. This job posting represents a current or anticipated vacancy. The position may be filled at any time, and the posting may be removed without notice once the role has been filled.

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