Senior Workforce Management Analyst
S I Systems
Support a 24/7 Technical Help Desk in Toronto through workforce management, forecasting, scheduling, and operational reporting with Verint and Tableau.This 12-month hybrid contract supports a financial services client at 81 Bay Street. The Senior Workforce Management Analyst will manage schedules, capacity planning, vacation planning, reporting, and workforce optimization. The position requires experience in help desk, service desk, or contact centre environments.Key Responsibilities:
Build and maintain schedules for help desk agentsManage vacation planning and workforce allocationPerform weekly, monthly, and annual capacity planningMonitor real-time performance and staffing requirementsAnalyze reports and track workforce performance indicatorsRequirements:
Three or more years of workforce management experienceExperience with Verint or similar workforce management platformsExperience with forecasting, scheduling, and capacity planningExperience with telephony, ServiceNow, Tableau, and WorkdayComfort working rotating shifts between 7:00 a.M. and 6:00 p.M.Apply workforce planning, Verint, Tableau, and reporting expertise to strengthen Technical Help Desk service levels and staffing.
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Build and maintain schedules for help desk agentsManage vacation planning and workforce allocationPerform weekly, monthly, and annual capacity planningMonitor real-time performance and staffing requirementsAnalyze reports and track workforce performance indicatorsRequirements:
Three or more years of workforce management experienceExperience with Verint or similar workforce management platformsExperience with forecasting, scheduling, and capacity planningExperience with telephony, ServiceNow, Tableau, and WorkdayComfort working rotating shifts between 7:00 a.M. and 6:00 p.M.Apply workforce planning, Verint, Tableau, and reporting expertise to strengthen Technical Help Desk service levels and staffing.
#J-18808-Ljbffr
Vacancy posted 1 hour ago
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