Opportunity Description
Take on a key role as an Intraday Workforce Performance Consultant with the City of Toronto, focusing on real-time workforce management and performance enhancement. This position is vital for optimizing contact centre service levels.
In this analytical position, you will oversee workforce monitoring, forecast call volumes, and provide actionable recommendations for staffing and scheduling. Your contribution will be instrumental in ensuring that service objectives are met while identifying performance trends and issues. You’ll use your expertise to inform strategic decisions affecting the workforce.
Key Responsibilities:
• Analyze and monitor schedule adherence and performance
• Prepare reports on workforce performance metrics
• Recommend solutions for optimizing staffing levels
• Conduct statistical analysis for operational insights
• Collaborate with management on continuous improvements
Requirements:
• Extensive experience in workforce management systems
In this analytical position, you will oversee workforce monitoring, forecast call volumes, and provide actionable recommendations for staffing and scheduling. Your contribution will be instrumental in ensuring that service objectives are met while identifying performance trends and issues. You’ll use your expertise to inform strategic decisions affecting the workforce.
Key Responsibilities:
• Analyze and monitor schedule adherence and performance
• Prepare reports on workforce performance metrics
• Recommend solutions for optimizing staffing levels
• Conduct statistical analysis for operational insights
• Collaborate with management on continuous improvements
Requirements:
• Extensive experience in workforce management systems
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