Workforce Planner

Peninsula Employment Services Limited; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in HR solutions seeks a detail-oriented Workforce Planner to enhance service delivery through data-driven decision-making. The role involves analyzing workforce data, creating forecasts, and collaborating with multiple departments to optimize staffing levels. Candidates should have a strong background in workforce planning and relevant experience in high-volume environments.

Benefits

Day off on your birthday

Enhanced Health and Dental Benefits

Access to Employee Assistance Program

RRSP Matching Program

Vacation increases after 2 and 5 years of service

Qualifications

• 3+ years of experience in workforce planning or related operations role.
• Experience in a high-volume call centre or service-based environment.
• Advanced Excel skills with experience in data visualization tools.

Responsibilities

• Analyze workforce data to monitor performance trends and recommend staffing adjustments.
• Design and automate operational reports for productivity tracking.
• Develop staffing forecasts based on historical trends and business priorities.

Skills

Analytical thinking

Problem-solving

Time management

Communication

Education

Post-secondary education in Business, Analytics, or related field

Tools

Power BI

SQL

Salesforce

NICE

Genesys

Job description

About Us

Peninsula Canada is a provider of external HR and OHS solutions; including, employment relations and health and safety advice, consultancy, BrightHR Software and Peninsula brAInbox. We are providers to small and medium -sized businesses located throughout British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Nova Scotia, New Brunswick, Newfoundland and Labrador; with foreseeable plans of branching out to all provinces in Canada! Peninsula is a division of the Peninsula Group, based in Manchester, UK which operates in the UK, Ireland, Australia, New Zealand and, most recently, Canada. We employ over 2,500 people globally! Peninsula opened its first Canadian office in Toronto in September 2017 and has quickly become one of the fastest growing companies.

The Role of Workforce Planner

We are seeking a detail-oriented and analytical Workforce Planner to join our team in a fast-paced and dynamic environment. Supporting the HR Consultancy department, this role plays a critical part in ensuring optimal staffing levels, enhancing service delivery, and driving continuous improvement through data-led decision-making. The ideal candidate will possess a strong background in workforce planning, reporting, and operational analysis, with a passion for process efficiency and service excellence.

Day-to-Day Duties and Responsibilities

• Analyze workforce data to monitor performance trends, identify coverage gaps, and recommend staffing adjustments.
• Design and automate operational reports to track productivity, adherence to SLAs, and capacity planning.
• Develop short- and long-term staffing forecasts based on historical trends, service volumes, and business priorities.
• Monitor real-time workflow data to ensure service levels are maintained across all communication channels.
• Provide data-driven insights and recommendations to senior leadership to support business planning and resource allocation.
• Work collaboratively with department leads across all Service departments to align staffing plans with service objectives and client demand.
• Support schedule optimization by identifying over- or under-staffed intervals and recommending shift adjustments.
• Maintain and manage workforce planning tools and databases to ensure accuracy and efficiency.
• Contribute to continuous improvement initiatives by identifying operational bottlenecks and proposing solutions.
• Occasionally respond to internal requests regarding workflow patterns, capacity questions, or reporting metrics.

Education & Experience

• 3+ years of experience in workforce planning, reporting, or a related operations role
• Experience in a high-volume call centre or service-based environment
• Post-secondary education in Business, Analytics, or a related field
• Advanced Excel skills and experience with data visualization tools (e.g., Power BI, SQL)
• Ability to prioritise your workload, work under pressure in conjunction with deadlines
• Experience working with workforce management systems and CRM platforms (e.g., Salesforce, NICE, Genesys) is an asset

What You Bring to the Team

• Strong analytical thinking and problem-solving abilities
• Experience building dashboards, automating reports, and presenting data insights
• Excellent organizational and time management skills, with the ability to balance multiple priorities
• Clear, professional communication skills across all formats (email, video, phone)
• Highly detail-oriented with a commitment to data accuracy and integrity
• A collaborative mindset with a proactive, solutions-focused attitude

Why Work for Peninsula?

• Day off on your birthday
• Enhanced Health and Dental Benefits
• Access to Employee Assistance Program
• RRSP Matching Program
• Vacation increases after 2 and 5 years of service

Peninsula is a highly motivated enterprise that promotes an entrepreneurial culture. Peninsula is committed to an inclusive, equitable and accessible workplace where all employees are valued. Accommodations are available upon request for candidates participating in our selection process.