Workforce Management & Real-Time Analyst

Solink; Eastern Ontario; Hybrid; CAD 45,000 - 75,000; Full time

Job summary

An innovative software development company is seeking a Workforce Management & Real-Time Analyst to join their dynamic team. This entry-level role involves supporting the Customer Support Team by forecasting volume, scheduling, and monitoring real-time queues. The ideal candidate will thrive in a fast-paced environment, demonstrating strong analytical skills and proficiency in WFM tools. With a focus on employee ownership and a culture of continuous improvement, this opportunity offers a flexible work model and a supportive environment for professional growth. Join a forward-thinking organization dedicated to leveraging data for impactful decisions.

Benefits

Flexible Work Environment

Comprehensive Benefits

Social Events

Opportunities for Growth

Qualifications

• 2+ years in workforce management and real-time monitoring.
• Strong analytical skills and proficiency in WFM software.
• Detail-oriented and organized in managing priorities.

Responsibilities

• Forecast staffing needs and create workforce schedules.
• Monitor performance metrics and optimize operations.
• Generate reports and insights for improvement.

Skills

Workforce Management

Forecasting

Scheduling

Real-Time Monitoring

Analytical Skills

Communication Skills

Problem-Solving

Education

Bachelor’s Degree in Mathematics

Bachelor’s Degree in Business Analysis

Bachelor’s Degree in Statistics

Tools

WFM Software (Playvox, NICE IEX, Verint, Aspect)

Zendesk

Intercom

Salesforce

PowerBI

Excel

Data Visualization Tools

Telephone Systems (Five9, Avaya, Cisco, Genesys)

Job description

Workforce Management & Real-Time Analyst

Join us at Solink as a Workforce Management & Real-Time Analyst.

About Solink

Solink is a data analytics software company that transforms video security footage into powerful insights for franchise and retail chains. Our focus is on security applications that proactively combat fraud and facilitate problem-solving. We aim to expand into other departments like marketing, operations, and HR, leveraging video data for data-driven decisions.

Working at Solink means collaborating with an innovative team on significant data challenges. We are venture-backed with a culture of continuous execution and employee ownership, offering a creative environment and meaningful equity.

The Role

We seek a dynamic Workforce Management & Real-Time Analyst to support our Customer Support Team. Responsibilities include forecasting volume, workforce scheduling, real-time queue monitoring, payroll management, and reporting. The ideal candidate is detail-oriented, resourceful, organized, and thrives in a fast-paced setting.

Qualifications

• Minimum 2 years in workforce management, forecasting, scheduling, and real-time monitoring in a multi-channel contact center.
• Bachelor’s Degree in mathematics, business analysis, statistics, or related field is a plus.
• Proficiency in WFM software (e.g., Playvox, NICE IEX, Verint, Aspect).
• Experience with Zendesk, Intercom, Salesforce, PowerBI, Excel, and data visualization tools.
• Strong analytical skills and data interpretation capabilities.
• Experience with telephone systems like Five9, Avaya, Cisco, Genesys.
• Excellent problem-solving and communication skills.
• Highly organized with the ability to manage multiple priorities.

Security Requirements

• Criminal records check upon hire.
• Canadian citizenship or eligible to work in Canada.
• Willingness to adhere to Solink’s security policies.

Key Responsibilities

• Develop capacity plans and forecasts for multi-site, multi-channel contact centers.
• Create workforce schedules aligned with business goals.
• Forecast staffing needs using WFM tools and adjust in real-time.
• Monitor performance metrics and make adjustments to optimize operations.
• Address staffing needs like shift extensions and overtime.
• Collaborate with management on workforce challenges.
• Ensure accurate payroll processing and resolve discrepancies.
• Generate reports and KPI scorecards with insights for improvement.
• Analyze data to enhance scheduling and planning.
• Manage system tickets and escalate issues as needed.

Why Join Solink?

We offer a flexible, innovative, and supportive work environment with opportunities for growth, comprehensive benefits, social events, and a hybrid/remote work model. We value diversity and inclusion and are committed to accessible hiring processes.

How to Apply

Submit your cover letter and resume addressed to Admiral Ackbar, explaining why you're a good fit. We welcome applications from all backgrounds and provide accommodations upon request.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Project Management and IT
• Industry: Software Development