Elevate your career with BrokerLink as a Workforce Management Analyst in Calgary, Alberta. This full time role focuses on optimizing schedules, performance metrics, and ensuring service-level objectives are met. As a member of BrokerLink, you'll play a crucial role in our workforce planning team.
Your responsibilities include monitoring calls in real time, managing schedule modifications, and generating performance reports that drive operational improvements. Bring your analytical skills and proficiency with Nice-WFM and Excel to enhance our service quality. Key Responsibilities:
- Monitor inbound and outbound calls in real-time
- Optimize work schedules to meet service quality goals
- Generate performance reports highlighting key metrics
- Analyze daily forecasts and adjust trends accordingly
- Manage WFM Tickets and ensure SLAs are met Requirements:
- University degree in business, math, or similar field
- 2-4 years of experience in workforce planning (asset)
- Proficiency in Excel, including pivot tables and macros
- Strong written and verbal communication skills
- Ability to work effectively in a team environment Leverage your expertise in workforce management to contribute to BrokerLink's mission of exceptional customer service.