WORKFORCE ANALYTICS CONSULTANT

Job ID: 54015

Job Category: Operations & Maintenance

Division & Section: Toronto Water, Technology & Customer Experience

Work Location: 275 Merton Street

Job Type & Duration: Full Time, Permanent Vacancy

Salary: $87,800.00-$116,745.00, TM2454 and wage grade 6.0

Shift Information: Mon-Fri, 35 hours per week

Affiliation: Non-Union

Number of Positions Open: 1

Posting Period: 07-May-2025 to 21-May-2025

To oversee workforce scheduling, forecasting and intra-day activities such as monitoring work volumes and resource assignment, recommending shift schedule adjustments and reallocation of resources in the customer contact centre and field environments.

Major Responsibilities

• Analyzes all customer service metrics, forecasts and trends within customer care and customer field services to identify root causes for variances; makes recommendations and identifies opportunities for service improvements.
• Analyzes statistics and makes recommendations to management regarding staffing needs and requirements based on scheduling and service metrics.
• Provides reports on absenteeism and schedule deviation while identifying trends and potential resolutions.
• Proactively oversees daily workload requirements based on forecasts and makes staff recommendations to ensure service level objectives are met.
• Participates in labour relations matters as they relate to Toronto Water workforce analytics initiatives such as staffing needs and forecasting optimization.
• Conducts statistical data analysis on various strategic, operational and financial measurements, disseminates and reports on trends and findings, and makes appropriate recommendations.
• Provides suggested strategies/policies/programs and action plans to appropriate staff who will create and/or modify business processes accordingly that will improve performance, effective service delivery and customer service.
• Conducts business process reviews and makes recommendations to the Manager and senior management with regards to service optimization and business process simplifications that could result in alternate service delivery/contracting out, restructuring, changes in staffing levels and resource allocation.
• Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
• Works collaboratively with Quality Assurance Consultant to develop, implement and/or maintain an employee performance evaluation and recognition program for customer contact centre and field service delivery employees.
• Deals with confidential information affecting the division and its resources and prepares and presents reports to Manager and senior management supporting recommendations on changes/improvements in employee performance, business process, training and services standards, including appropriate staffing levels and resource allocation.
• Investigates, evaluates and responds to inquiries to ensure continuous improvement of employee performance, processes and procedures; and make adjustments to business policies/processes where necessary.
• Attends frequent meetings with Supervisors, Managers and/or other identified personnel to provide insight on forecasted scheduling and any potential risk factors affecting schedules.
• Communicates and provides feedback regarding performance metrics through written and/or oral reports.
• Coordinates and delivers various information, including annual reporting, metric/benchmarking, tracking/reporting, internal and external communication plan development.
• Utilizes Microsoft office and/or workforce management software to forecast and schedule customer contact centre and customer field services staff based on the analysis of data and reporting.
• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Processes pre-planned and ad-hoc time-off requests based on business needs.
• Identifies and coordinates real-time phone/non-phone activities, overtime, meetings, training and special projects.
• Mentors, provides orientation and training related to work functions to staff.
• Maintains an awareness of current trends, practices and directions in the industry and recommends/applies concepts and techniques.
• Assists in the development and maintenance of a staff knowledge base that will involve uploading scripts, processes, procedures, practices and any other communications that are relevant to operational needs.
• Reviews and interprets technical information to develop easy to read communications, processes and/or procedures for staff of all levels.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Works collaboratively with Toronto Water Management and/or other city staff at all levels to develop, design, implement and/or maintain Customer Care & Customer Field Services Emergency Response Plan.
• Recommends and coordinates solutions using sound professional judgement, conflict resolution and negotiation skills to manage sensitive and controversial matters.

Key Qualifications:

 Your application must describe your qualifications as they relate to:

1. Post-secondary education in a related field or related experience in workforce management supporting contact centers, field service delivery and/or shift work employees
2. Considerable experience developing and implementing staff performance and service delivery monitoring and evaluation metrics.
3. Considerable experience leveraging data-driven insights resulting in optimization of staffing levels to ensure service level objectives are met, including identifying trends and monitoring day to day work volumes and staff scheduling.
4. Considerable experience conducting business process reviews leading to service optimization and process simplifications, alternate service delivery models, restructuring, and / or changes in staffing levels and resource allocation.
5. Considerable experience with communicating at all levels of an organization and influencing stakeholders to embrace change in order to meet organizational goals and desired outcomes.

Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.