WORKFORCE ANALYTICS CONSULTANT

Job description

- Job ID: 60553 - Job Category: Operations & Maintenance - Division & Section: Customer Experience, Business Intelligence & Workforce - Work Location: Metro Hall, 55 John St, Toronto, ON M5V 0C4 - Job Type & Duration: 1 Full-Time, Temporary (12 month) Vacancy Salary Range: $87,800.00 - $116,745.00: Hiring Zone: $96,819.00 - $104,972.00: - Shift Information: Monday to Friday, 35 Hours per Week - Affiliation: Non-Union - Number of Positions Open: 1 - Posting Period: 27-Mar-2026 to 10-Apr-2026 Job Description: You will oversee real‑time intraday workforce monitoring and forecasting activities, including making real‑time schedule updates, supporting the creation, maintenance, and optimization of staff schedules, monitoring agent activity and schedule adherence live, and producing extensive workforce performance reports. The role identifies and escalates adherence and performance issues that impact service levels to Supervisors and management within the customer contact centre and field environments . Major Responsibilities: - Analyzes all customer service metrics, forecasts and trends within customer care and customer field services to identify root causes for variances; makes recommen...