Analyste de la gestion et de la configuration
$78k - $95k per yearRandstad
Calling all contact center management within the Oakville region!
We are seeking an experienced Workplace Management Analyst to support a team with duties such as forecasting, resource planning, as well as integrating workplace metrics to ensure optimal contact center operations.
If you have a minimum of 3 years experience in Contact Centre Workforce Management, specifically in forecasting, adherence monitoring, and intraday management, please send your resume to brittany.Must have experience utilizing Genesys in a workforce management capacity- scheduling, queue configuration and adherence tracking*
Permanent full time opportunity
- 15 vacation days
- 10 personal days
- Drive accurate forecasting, workforce planning, and operational system governance to ensure consistent achievement of contact centre service level objectives while maintaining operational efficiency.
- Translate workforce metrics and interaction-level insights into actionable demand intelligence, enabling leadership to proactively manage capacity, mitigate influenceable demand, and optimize cost-to-serve.
- Analyze operational performance trends, forecast variances, and contact drivers to identify service risks, friction patterns, and opportunities for process improvement that enhance customer outcomes.
- Develop short- and long-term staffing strategies that balance customer experience, employee experience, operational flexibility, and cost effectiveness.
- Monitor real-time queue performance and workforce adherence, providing data-driven guidance that protects service levels during volume fluctuations and operational disruptions.
- Integrate conversational and interaction analytics insights into forecasting and workforce analysis to improve demand visibility and anticipate repeat contact drivers.
- Conduct root cause analysis by synthesizing quantitative workforce data and qualitative interaction trends to uncover drivers of avoidable demand and service inefficiencies.
- Oversee WFM and ACD system governance, including call flow configuration and reporting structures, ensuring operational alignment with performance objectives.
- Create and maintain dashboards and reporting frameworks that translate complex operational data into clear, decision-ready insights for leadership.
- Deliver evidence-based recommendations that strengthen operational performance and contribute to improved customer experience outcomes.
Minimum of 3 years in the field of Contact Center Workforce Management with strong proficiency in workforce platforms, telephony systems (Genesys) PowerBI, and Excel.
Must have experience utilizing Genesys in a workforce management capacity- scheduling, queue configuration and adherence tracking
- Strong Computer Skills required; Excel, Workforce Management Software, Telephony tools
- Understanding of cost-to-serve drivers and the ability to distinguish influenceable versus unavoidable demand in high-volume service environments.
- Ability to translate complex operational data into clear, decision-ready insights for leadership.
- Excellent communication, presentation and customer service skills
As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to View email address on randstad.com.
Vacancy posted a month ago
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