Workforce Planning Analyst

Moneris; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading payments company in Toronto is seeking a Workforce Planner to support SMB Sales teams by ensuring optimal resourcing and monitoring schedules. The ideal candidate will possess strong analytical skills, with over 4 years of experience in a service or analytical role. This position offers a hybrid work environment and competitive benefits, including performance-based bonuses and health spending accounts.

Benefits

Comprehensive Total Rewards Program

Flexible benefits

Retirement planning support

Growth & development opportunities

Holistic wellness support

Recognition and rewards

Flexibility including hybrid work arrangements

Qualifications

• 4+ years of experience in a service/Call Centre environment or analytical role.
• 2+ years of experience in a workforce planning role is considered an asset.

Responsibilities

• Monitor queues for multiple LOBs and manage staffing gaps.
• Develop and analyze short-term and long-term schedules in Verint.
• Deliver accurate reporting on Workforce performance indicators.

Skills

Advanced MS Excel skills

Understanding of Salesforce Cloud

Strong understanding of workforce management programs

Education

Diploma in Business/ Operations/ Commerce

Tools

Power BI

Tableau

Five9

Verint

Job description

Your Moneris Career - The Opportunity

You will support SMB Sales teams by ensuring optimal resourcing through accurate forecasting, real-time monitoring, and schedule management. You will play a critical function in the execution of workforce plans and provides operational and reporting support that empowers Sales leaders to make informed decisions.

Location: You will be based in our Etobicoke office, balancing in-office collaboration with remote flexibility.

Reporting Relationship: You will report to Manager, Workforce Planning

What you\'ll do

• Monitor queues for multiple LOBs and take proactive measures to manage staffing gaps, reduce wait times, and exceed SLA achievements.
• Support real-time adherence and alert management across SMB teams in Five9; communicate deviations and propose applicable adjustments to appropriate Sales leaders.
• Develop and analyze short-term and long-term schedules in Verint that is aligned to forecasted volumes, skill sets, and team availability.
• Deliver accurate reporting on key Workforce performance indicators, including service level, occupancy, utilization, adherence, shrinkage, and availability.
• Conduct intraday and daily reporting to support ongoing operational decisions and workforce adjustments.
• Maintain all reporting associated with Workforce and Sales, analyze and review data leveraged for sales coaching opportunities, quarterly business reviews (QBRs) and performance presentations with sales leaders.

What you bring

• Diploma in Business/ Operations/ Commerce or a related field.
• Equivalent work experience may be considered a substitution.
• 4+ years of experience in a service/ Call Centre environment or analytical role.
• 2+ years of experience in a workforce planning role is considered a asset.
• Advanced MS Excel skills (Working with large data sets, pivot tables, formulas) and strong knowledge on data visualizer tools (Tableau, Power BI).
• Familiarity with Salesforce Cloud, including understanding its functionality, data flow, and how it integrates with workforce and sales operations.
• Strong understanding of workforce management programs (Five9, Verint) and ACD (Automated Call Distribution) systems

What you get

At Moneris, we believe in empowering you to succeed—personally and professionally. As part of our team, you'll have access to resources, opportunities, and an inclusive environment that supports your development and career.

• Comprehensive Total Rewards Program, including performance-based bonuses, flexible benefits starting from day one, and your choice of a health spending account (HSA) or personal spending account (PSA)
• Retirement planning support, with profit-sharing programs including company match and a defined contribution pension plan
• Growth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace
• Holistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives
• Flexibility that works for you, including hybrid work arrangements, a Work from Abroad program, and paid time off programs
• Recognition and rewards, with company-wide recognition programs, exclusive banking perks from RBC & BMO, and access to great employee discounts

Find out more about the work perks and benefits you get as a Moneris employee at Moneris.com/careers

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Note: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.

We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.