Workforce Planning Analyst

Location:
Strong preference for candidates located in:

Toronto

Winnipeg

Calgary

Advantages

Flexible Hybrid Model: enjoy a balanced 2-day hybrid schedule

Collaborative Team Environment

Responsibilities
As our WFM Analyst, you’ll be the heartbeat of our daily operations, ensuring the right people are in the right seats at the right time.

Master the Grid: Create, maintain, and audit agent schedules within the Genesys Cloud WFM module. You’ll handle everything from vacation requests and training blocks to coaching sessions and sudden absences.

Own the Intraday Pulse: Monitor real-time staffing levels and adherence. When coverage gaps or service level risks pop up, you’ll be the one recommending smart, fast schedule adjustments and reallocations.

Data & Administration: Keep our queue and skill assignments accurate, generate crucial insight reports directly from Genesys Cloud, and keep the WFM mailbox running smoothly.

Collaborate: Partner closely with team leaders and stakeholders to keep communication fluid and operations seamless.

Qualifications
Must-Haves:
Genesys Cloud Expertise: You have genuine, hands-on experience using the Genesys Cloud WFM module specifically for creating and maintaining schedules.

WFM Fundamentals: You live and breathe metrics like adherence, shrinkage, occupancy, staffing, and service levels.

Data Savvy: Strong Excel skills and a hawk-like attention to detail. You spot data discrepancies from a mile away.

Agility: The ability to hit the ground running for a 2-month contract and make an immediate impact.

Nice-to-Haves:
Experience supporting claims or insurance operations.

A background or familiarity with forecasting and capacity planning.

Summary
This is an exceptional short-term contract opportunity - If you have the Genesys Cloud skills and thrive in a dynamic environment, apply today!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. 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 accessibility@randstad.ca to ensure their ability to fully participate in the interview process.