Workforce Analyst

Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.

We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism.

We want to invest in you! Your success is our success and our purpose of "we're here to help people" is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!

We are looking for a Workforce Analyst to join BrokerLink and work out of our Calgary or Toronto Office, on a Permanent FT Basis.

As part of our employee promise, here are some of the many perks of working with us:

• Flexible health and dental insurance benefits package
• Personal Spending amount to invest in your healthy lifestyle
• RRSP - Registered Retirement Savings Plan with Company matching
• ESPP - Employee Share Purchase Plan (TSX:IFC) program with matching aspect
• 'Dress for your day', dress according to your daily schedule
• Competitive compensation package with bonus aspect
• Employee discount program, including Apple, Bell, Rogers and more!
• Paid Time Off in the form of: Personal days, Volunteer days, Exam/Study Time, Jury Duty and starting at 3 weeks of vacation per year!
• Working for an employer who is regularly recognized as one of Canada's best employers such as Kincentric 2024

What the Role Entails:

• Develop, implement, and maintain efficient workforce schedules to meet business objectives and service level agreements (SLAs).
• Utilize advanced WFM tools to forecast staffing needs and manage real-time workforce adjustments.
• Monitor intraday performance, including adherence, shrinkage, and real-time service levels, making necessary adjustments to ensure optimal performance.
• Analyze historical data and trends to predict future staffing requirements and improve scheduling accuracy.
• Collaborate with operations and management teams to address staffing challenges and implement effective solutions.
• Generate and present detailed reports on workforce metrics, providing insights and recommendations for continuous improvement.
• Conduct regular audits of scheduling processes and tools to ensure accuracy and efficiency.
• Manage and process scheduling requests, including shift swaps, time-off requests, and other schedule adjustments, ensuring compliance with company policies and operational requirements.
• Communicate scheduling changes and updates to relevant stakeholders promptly and effectively.

The Successful candidate will have:

*If you feel you have the equivalent skills, please apply*

• Minimum of 5 years of experience in workforce management, with a focus on scheduling and intraday analysis.
• Advanced proficiency with WFM software (e.g., NICE IEX, Verint, Aspect).
• Strong analytical skills with the ability to interpret complex data and generate actionable insights.
• Experience with telephony systems (e.g., Avaya, Cisco, Genesys).
• Excellent problem-solving abilities and a proactive approach to addressing workforce challenges.
• Exceptional communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Detail-oriented with a strong commitment to accuracy and efficiency.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

We thank all applicants for their interest, but only those selected for an interview will be contacted.

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.

Discover more about BrokerLink! Visit our new dedicated Webpage - https://www.brokerlink.ca/campaign/discover-brokerlink

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!