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Workforce Analytics Lead At IFDS Group

Location: Toronto, Ontario

Job Description

Workforce Analytics Lead

Permanent

30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada

Number of Positions: 1

Overall Accountabilities:

Reporting to the Senior Manager the Workforce Analytics Lead is responsible for Analytics, Customer Experience across the various transfer agency environments. This role is primarily accountable in analyzing, forecasting, scheduling, staffing and analyzing workflow data for Business Operations. This role is critical to the day to day success and flow of the Workforce Analytics Team in order to optimize service, quality levels, resources and overtime. This role is also critical to leading daily meaningful huddles with Business Operations management to discuss resourcing, absenteeism, volumes, productivity results, historical data and other unplanned issues.

Workforce Management

  • Partners with the Workforce Analytics team to communicate the impact of Business Operations absenteeism to the management team.
  • Accountable for daily queue governance and communication of SLAs within all environments, outstanding work, and ad hoc deliverables.
  • Coordinate with offshore Wipro team on a daily basis to ensure timely completion of work
  • Oversees AWD skill coding and roles, working closely with the management of each team to continually assess capabilities for each team member and ensure that work is handled accordingly.
  • Provides daily SLA reporting to various external clients.

Reporting

  • Responsible for the production of daily volume reporting to Business Operations management
  • Partners with the management team to provide recommendations and insight to ensure Client Service Level Agreements are attained.
  • Forecasting future volumes and resourcing based on historical statistics and data to ensure daily volumes are completed within SLA
  • Leads development of productivity, quality, and scorecard reporting in order to analyze work volumes and performance data.
  • Manages employee scheduling and time off via TixTime application and associated reporting.
  • Plans and tracks employee training, team meetings, and offline work.
  • Partners with the Workforce Analytics Manager to assess impact of projects on Business Operations (e.g. new client onboarding, efficiency initiatives).

Business Solutions

  • Assists with process improvement initiatives with respect to operational efficiencies.
  • Acts as an advocate for the Command Centre on Business Operations issues.
  • Provides guidance, research and direction on escalated Command Centre’ technical & operational issues.
  • Collaborates with Business Operations to ensure that planned and unplanned overtime is managed in accordance to budget.
  • Provides insight and recommendations to ensure that Business Operations is staffed adequately, adhering to budget and forecast.

Minimum Qualifications

  • Post-secondary education (math, statistics, business, administrative studies)
  • 2+ years experience in the workforce industry forecasting/managing resources,
  • Solid understanding of working in a Financial services, back-office processing operations
  • Strong ability to guide and influence management
  • Knowledge of workforce management tools and practices
  • Excellent Communication skills combined with interpersonal and negotiation skills
  • Excellent organizational/analytical skills
  • Strong technical skills – MS Excel/Access
  • High degree of problem solving

Assets

  • Experience with SQL, Tableau, and Microsoft Power BI
  • IFIC / CSC designation

IFDS Canada encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.