Workforce Management Analyst

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.

Ensure that service-level objectives are met on an intraday, daily, weekly, and monthly basis.

Monitor inbound and outbound calls in real time and adjust schedules as needed.

Optimize work schedules to meet our growth, service quality, and financial goals.

Generate and distribute real-time performance reports to management, highlighting key metrics and any areas of concern.

Analyze daily forecasts (TMT, calls and transactions received), analyze and adjust trends over the past weeks.

Management of schedule modifications.

Monitor and action the WFM Tickets and Service Level Chats, and ensure SLAs are met.

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.

2-4 years’ experience in a workforce planning department (asset)

Proficiency in Nice-WFM, Aspect e-WFM, Verint, 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.

No Canadian work experience required however must be eligible to work in Canada

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!