WFM Analyst

About BrokerLink

Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present. We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism. We want to invest in you! Your success is our success and our purpose of “we’re here to help people” is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!

Salary information, incentives and benefits are described below.

Salary and Incentives

Salary Range (but Not Limited To): 59,300 - 72,500. Incentive plan: Annual bonus 7.5% target, based on the base salary, with a potential payout of up to 200% (subject to personal and company performance). As part of our commitment to Win As A Team, we share our success with employees through our incentive programs and Employee Share Purchase Plan (ESPP) – with BrokerLink matching a portion of your contributions. Our Group RRSP, with company matching DPSP offerings provide flexibility and long-term security for our employees beyond their careers. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, location etc. The salary range presented below is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About The Role

We’re looking for a WFM Analyst to join our growing team!

What You’ll Do Here

• Ensure that service-level objectives are met on a daily, weekly and monthly basis.
• Monitor inbound and outbound calls in real time and adjust schedules as needed.
• Meet our service-level targets.
• Monitor service levels in real time.
• Optimize work schedules to meet our growth, service quality and financial goals.
• Actual results and reporting
• Build reports to track daily operations for timely feedback
• Generate reports in a timely manner and ensure data integrity.
• Analyze daily forecasts (TMT, calls and transactions received), analyze and adjust trends over the past weeks.
• Analyze for coaching track to managers.
• Management of schedule modifications
• Monitor and control the scheduling email inbox.
• Manage proactive approval and denial of activities.
• First line support for web station users.

What You Bring To The Table

• University degree or college diploma (business, math, statistics, economics, computer science, engineering), or any equivalent combination of education and experience.
• 1-3 years’ experience in a workforce planning department (asset)
• Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (asset).
• Can analyze results to generate operational improvements.
• Strong knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing and macros.
• Strong written and verbal communication skills.
• Effective time and priority management.
• Teamwork and proactive individual contribution.
• [Bilingual (French and English)] Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.
• No Canadian work experience required however must be eligible to work in Canada

This position will fill an essential role in our team.

We are an equal opportunity employer. BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process. BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated. Discover more about BrokerLink! Visit our new dedicated Webpage. Please note that BrokerLink does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility. At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!