Workforce Planning Analyst

Kids Help Phone; Canada; Hybrid; CAD 53,000; Full time

Job summary

An established industry player is seeking a Workforce Planning Analyst to enhance team performance in a vital support role. This position involves optimizing contact center operations, ensuring accurate forecasting, and maintaining schedules to meet service demands. The ideal candidate will possess strong analytical skills, a solid understanding of contact center methodologies, and the ability to foster positive relationships within the team. Join a dynamic organization dedicated to making a difference in the lives of youth across Canada, where your contributions will be valued and impactful.

Benefits

Hybrid Work Model

Life Insurance

Wellness Programs

Flexitime

Employee Assistance Program

Health Care

Vision Care

RRSP Matching

Emergency Travel Assistance

Qualifications

• 2+ years experience in a contact centre environment with strong operational understanding.
• Strong analytical and time management skills required.

Responsibilities

• Collaborate on schedule changes and monitor service demand.
• Maintain forecast inputs and data integrity within the planning platform.

Skills

Analytical Skills

Time Management

People Skills

Bilingual (English and French)

Tools

Microsoft Office

Workforce Management tools

Job description

Service Operations Support & Optimization

Reports to :

Manager, Workforce Optimization

Salary : 52,500

Posting Expires :

September 9, 11 : 59PM

Position Description :

Are you enthusiastic about optimizing team performance and making a difference in the lives of others? As a Workforce Planning Analyst at Kids Help Phone, you will play a pivotal role in ensuring that our contact centre teams are operating at their best to provide vital support to youth across Canada. The Planner will also maintain the quality of forecast inputs and scheduling parameters to create the environment that will produce the best results of the frontline workforce.

Key Functions and Responsibilities :

Scheduling and Intraday

• Collaborating closely with the Senior Workforce Scheduling Analyst, implement schedule changes as required.
• Monitor, action, and respond to incoming requests to the general inbound Workforce email box and other communication channels.
• Accurately maintain and update schedules to meet service demand, including time off, attendance, overtime, shift trades, training, meetings etc.
• Ensure schedules comply with Collective Agreements, relevant legislation and KHP policy and standard practice.
• Assist the shift bidding process.
• Identify trends in key performance indicators, productivity, absenteeism, schedule equity etc.
• Proactively review schedules to identify gaps and opportunities, providing options to leadership to resolve these gaps and opportunities.
• Manage absenteeism, notify managers of absences, and complete analysis of late, absence and compliance reports.
• Perform other related duties and assignments as required and as assigned by the manager.

Forecasting

• Monitor results and maintain forecast inputs to ensure accuracy.
• Maintain data integrity within the workforce planning platform.

What you bring to the role :

• Two or more years experience working in a contact centre environment, with strong understanding of contact centre operations, methodologies, metrics, and outcomes.
• Strong analytical skills and diligence.
• Intermediate skills in Microsoft Office, including Excel.
• Previous experience using Workforce Management tools.
• Previous experience in scheduling employees under multiple collective agreements.
• Strong people skills with the ability to form lasting connections with employees at all levels that represent the workforce team in a positive and friendly way to the rest of the organization.
• Strong self-management and time-management skills, with the ability to work independently without supervision.
• Service focused, business oriented and innovation driven.
• Bilingual (English and French) is an asset.

Benefits :

• Hybrid Work Model
• Life Insurance
• Wellness Programs
• Flexitime
• Employee Assistance Program
• Health Care
• Vision Care
• RRSP Matching
• Emergency Travel Assistance

The above is not an exhaustive list of duties and you may be asked to perform different tasks as necessitated by your changing role and the overall business objectives of Kids Help Phone.

Don’t meet every single qualification and requirement? Studies have shown that women and racialized people are less likely to apply to jobs unless they meet every single qualification. At Kids Help Phone, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles that Kids Help Phone is recruiting for.

Applications for this position will close at 11 : 59pm on the job posting close date listed above. Submissions received after this time may not be considered.

Accommodation Statement :

Kids Help Phone welcomes and encourages applications from people with disabilities, as such reasonable accommodations are available upon request from a candidate with a disability, thus ensuring you can take part in all aspects of the recruitment and selection process. If, as a qualified job applicant, you make an accommodation request, we will consult with you and provide reasonable accommodation according to your accessibility needs. If you wish to make a request, please provide a cover letter when applying for this position.

The successful candidate to this role may be asked to complete a background screen, which may include criminal, credit, employment, educational checks and / or COVID 19 vaccination checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable check.

Statement on Inclusion Diversity Equity Accessibility (I.D.E.A.) :

Kids Help Phone provides services in one of the most diverse countries in the world. The diversity of our communities takes many forms. It includes differences related, amongst others to race, ethnicity, national origin, gender identity, gender expression and presentation, sexual orientation, religion, age, ability, and socioeconomic status. We see diversity as an asset to our organization and communities and strive to be reflective of the communities that we serve. We commit ourselves to promoting better understanding and appreciation of our human diversity; a commitment which is best realized through our individual and collective effort.

We are professionally and personally committed to celebrating the rich diversity, equity and inclusion of people who work in our company, to those who live in our communities, and to those who access our services and resources. We believe that it is critical that our services empower freedom of thought and opinion in an environment of mutual respect. All our activities and interactions are enriched by accepting each other as we are and by celebrating our uniqueness as well as our commonality. We are guided by the principle that celebrating diversity, equity and inclusion enriches and empowers the lives of all people.