Workforce Analytics Consultant in Toronto

Elevate your career as a Workforce Analytics Consultant at the City of Toronto. Oversee real-time workforce monitoring, forecasting, and performance reporting while enhancing customer service delivery.This full-time, temporary position requires expertise in workforce management and analytics, focused on customer experience and operational efficiency. As a key player in the Customer Experience and Business Intelligence division, you will leverage data to optimize staffing and improve service levels. Your role will include real-time analysis, recommendations for staffing adjustments, and the preparation of performance reports.Key Responsibilities:
• Monitor real-time contact volumes and queue performance
• Provide intraday recommendations for staffing adjustments
• Analyze service metrics to identify improvement opportunities
• Prepare regular workforce performance reports
• Track absenteeism and schedule deviationsRequirements:
• Significant experience with Verint, Gen...