Workforce Management- Real Time Analyst

Morneau Shepell - Toronto, ON (30+ days ago)

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Build a meaningful career

At Morneau Shepell, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of almost 5,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Workforce Management Associate
Employee Support Solutions
Toronto, ON
Full-Time, Permanent

Employee Support Solutions

Healthy, productive, and engaged employees drive organizational performance and success. Morneau Shepell’s Employee Support Solutions is comprised of industry-leading programs and services that work together to deliver a unique and holistic Total Health Solution to our clients, helping them engage their people. Morneau Shepell is also the largest Employee Assistance Program (EAP) provider in the world. Confidential professional support is available to employees and family members in-person and telephonically, as well as digitally through E-Counselling, Video Counselling, First Chat (online chat), and our My EAP mobile device application, to help resolve work, health, and life challenges. Our award winning innovations and technology help to ensure that our support solutions are available anytime, anywhere.

At Morneau Shepell, we help organizations and their employees with our wellness, administrative and retirement solutions. We are the global leaders in Employee and Family Assistance Programs and the official mental health partner of the Canadian Olympic Committee. We’re looking for some great people to join our team at our Care Access Centre (CAC).


The Workforce Management Analyst is responsible for generating intelligence for the ultimate goal of the creation and maintenance of optimal employee schedules, as well as ensuring service level targets are met in the Care Access Centres (CAC).

Real-Time Monitoring (75%)

Monitor the Real-Time operation of the call queues and service levels
Take action to maximize scheduling adherence
Assist with managing the phone staffing

Schedule creation and maintenance (25%)

Help create and maintain monthly schedules for all of call centre agents
Schedule all staff training.
Help the supervisors to choose the best times, and schedule product knowledge tests, coaching, create all consistent meeting schedules for any departmental requests.
Create the New Hire transition schedules. Create all last minute meeting requests, for example senior management visits, company changes debriefing, with as little as one hour turnaround.
Oversee vacation requests, unpaid leaves, illness coverage and time bank, for all staff members (including supporting the supervisors/helpdesk).
Manage the shift trade process for staff members.
Generate several statistical reports of call volume patterns and make accurate decisions on the placement of shifts based on these reports.
Audit Timesheets when needed.
Conduct ongoing schedule analysis directed at improving scheduling efficiencies.
On-call and available for staff’s scheduling problems 24/7 via cell phone if needed.
Other duties as assigned.
Duties subject to change based on business needs.

Succeeding as a Workforce Management Associate will require the following core qualifications and skills

Solid experience in a call center environment.
1-2 years’ experience in Workforce Management, preferably in contact centers with over 50 employees.
Demonstrated strong analytical skills, with emphasis on forecasting and Capacity planning.
In depth expertise in Excel, Macros, and database management
Experience with Avaya and Workforce Management software scheduling, performance tracking, reporting and automating tasks such as shift trades, vacation bids… (Teleopti, IEX, Verint, Aspect, Kronos, NICE, Blue Pumkin, etc).
Ability to organize information and have attention to detail and accurately follow procedures.
Skills in complex problem solving, judgment, critical thinking and decision making.
Ability to be highly organized with an emphasis on accuracy and timeliness
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.


Job Grade: MS2

Fulfilling work that matters

Morneau Shepell is in the business of helping organizations help their people and in the process, we strive to elevate ours.

We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve.

We appreciate the interest of every applicant; however, we contact only those selected for an interview.