Legal Aid Ontario is seeking a Workforce Planner based in Toronto to enhance its Contact Centre operations. You will apply your workforce management skills to ensure optimal staffing solutions.

Ideal candidates will bring 3-5 years of experience in managing workforce dynamics within contact centres. Your advanced knowledge of Verint Workforce Engagement will be vital for scheduling, forecasting, and supporting a diverse workforce workplace. This role directly contributes to LAO's mission of accessibility to justice for all clients while engaging in collaborative operational strategies.

Key Responsibilities:
• Manage workforce technology configurations and reporting
• Develop short- and long-term staffing forecasts
• Analyze performance and adherence metrics effectively




• Collaborate cross-functionally to resolve issues promptly
• Conduct training on workforce management best practices

Requirements:
• 3-5 years of experience in contact centre workforce roles
• Proficient in Verint WFE system administration
• Strong grasp of workforce management principles
• Advanced Excel skills for reporting and data analysis
• Excellent collaboration and communication skills

Be part of an essential team promoting equity and access to justice by optimizing workforce planning at Legal Aid Ontario.
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📌 Workforce Planner Role at Legal Aid Ontario
🏢 Njoyn
📍 Ontario