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Workforce Management Analyst

https://www.randstad.com Logo

Randstad

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Location:
Canada , Oakville

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

78000.00 - 95000.00 CAD / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • Minimum of 3 years in the field of Contact Center Workforce Management
  • Strong proficiency in workforce platforms, telephony systems (Genesys preferred), PowerBI, and Excel
  • Strong Computer Skills required
  • Excel, Workforce Management Software, Telephony tools
  • Working knowledge of conversational analytics tools and ability to integrate qualitative interaction insights with quantitative workforce metrics
  • 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
What we offer:
  • 15 vacation days
  • 10 personal days
  • Benefits effective at 3 months

Additional Information:

Job Posted:
April 02, 2026

Expiration:
May 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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