Workforce Management and SLA Reporting Analyst

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Workforce and SLA Reporting Management Analyst, you will be responsible for executing and optimizing Workforce Management processes and own the operational reporting process within a 24/7 BPO environment supporting multiple channels simultaneously

This role focuses on workforce planning, scheduling, and real-time performance monitoring. You will work with moderate autonomy on complex workforce scenarios, using data-driven analysis to support staffing decisions and operational performance. You will collaborate closely with Operations, QA, and Implementations teams to ensure alignment with service targets and client needs.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

Workforce Planning & Analysis

• Build and maintain accurate, timely reporting and dashboards for both internal and client stakeholders. 
• Extract, analyze, and interpret operational and performance data in real time to identify trends, risks, and opportunities.
• Build and maintain staffing models based on forecasts, productivity assumptions, and operational targets.
• Translate volume forecasts into headcount requirements.
• Develop scenario analyses for ramp, attrition, and seasonality.
• Support workforce planning for new and existing programs.

Scheduling & Capacity Management

• Monitor SLAs and KPIs continuously; proactively alert stakeholders to at-risk or breached metrics and recommend corrective actions.
• Apply WFM discipline (intraday management, scheduling and roster adjustments, adherence, occupancy, and capacity planning) and advise Team Captains on required changes to team members' schedules.
• Create and maintain agent schedules using tools such as Assembled and homegrown AI models.
• Ensure schedules align with SLA targets, coverage needs, and efficiency goals.
• Account for multi-channel support, time zones, and staffing constraints.
• Identify and recommend adjustments to improve staffing coverage.

Real-Time Management

• Monitor intraday performance, queues, and agent adherence.
• Identify risks to service levels and propose corrective actions.
• Coordinate with Client Teams to implement real-time adjustments.
• Prepare data, dashboards, and narratives to support the CXM for client Business Reviews / QBRs 
• Support the CXM in identifying and communicating additional client needs (e.g., staffing, tooling, process changes). 

Data Analysis & Reporting

• Analyze WFM metrics such as occupancy, shrinkage, utilization, and SLA attainment.
• Build and maintain dashboards and reports (e.g., Metabase).
• Translate data into actionable insights for operations teams.
• Identify trends and performance gaps.

Continuous Improvement

• Identify skill and performance gaps and flag team members who need additional training or coaching. 
• Conduct structured root cause analyses on performance issues to recommend and present findings with clear remediation plans. 
• Identify inefficiencies in forecasting, scheduling, and reporting processes.
• Recommend and support implementation of improvements.
• Leverage AI tools and automation to enhance analysis and workflows

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr .

• Strong in analytical thinking and problem-solving.
• Comfortable working with complex datasets and variable inputs.
• Able to communicate insights clearly to non-technical stakeholders.
• Detail-oriented with a focus on accuracy and efficiency.
• Collaborative and proactive in cross-functional environments.

YOU HAVE…

• Bachelor's degree in Business, Statistics, Operations Management, or related field (preferred).
• 3–4 years of Workforce Management and/or operational reporting experience in a BPO or contact center environment.
• Strong experience in forecasting, staffing models, and scheduling.
• Proven experience building and maintaining reports and dashboards, and turning raw operational data into clear insights.
• Solid understanding of SLAs, KPIs, and contact center performance metrics, with the ability to monitor, interpret, and act on them.
• Proficiency in WFM tools (e.g., Verint, NICE, Aspect, Genesys or similar).
• Advanced Excel or Google Sheets skills.
• Hands-on experience with BI/reporting tools (e.g., Metabase, Power BI, Tableau, Looker, or similar).
• Experience with scheduling platforms such as Assembled (preferred).
• Experience preparing data and narratives for client-facing reviews (e.g., Business Reviews / QBRs).
• Strong written and verbal communication skills, with the ability to present findings and recommendations to non-technical and client stakeholders.
• Experience using AI tools to support analysis or workflow automation.
• Strong analytical and problem-solving capabilities, including structured root cause analysis.
• Ability to support multiple programs simultaneously in a fast-paced environment. 

Nice to Have

• Experience in multi-client BPO environments.
• Familiarity with Erlang C or similar forecasting methodologies.
• Exposure to implementation or onboarding workflows.
• Experience supporting scaling operations.
• Experience partnering with CXMs, account, or client-success teams to surface additional client needs.
• Familiarity with data visualization and storytelling best practices.
• SQL or query-writing skills for pulling and validating reporting data.
  

Salary Range: CAD 56,640.00 – 70,800.00 annually