Legal Aid Ontario seeks a Workforce Planner to optimize contact center operations through advanced Verint Workforce Engagement expertise in Toronto. This role emphasizes workforce forecasting, scheduling, and data-driven reporting. The successful candidate will have 3-5 years of workforce management experience specific to contact centers.

You will manage Verint configurations, analyze staffing needs, and enhance operational processes. Your efforts will ensure service level targets are met, data integrity is maintained, and the organization's goals are supported. Key Responsibilities:

- Configure and optimize Verint Workforce Engagement systems
- Analyze data to develop accurate staffing forecasts
- Create effective schedules and staffing plans




- Monitor performance metrics and provide operational insights
- Develop and deliver training on workforce management practices

Requirements:

- 3-5 years in workforce management for contact centers
- Advanced knowledge of Verint Workforce Engagement
- Understanding of Genesys Cloud CX and operational metrics
- Robust analytical skills for data interpretation
- Excellent communication and problem-solving abilities

Leverage your workforce management expertise to support Legal Aid Ontario in achieving operational excellence.

📌 Workforce Planner at Legal Aid Ontario (Toronto)
🏢 Legal Aid Ontario
📍 Toronto