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Schedule Forecaster

TD

This is a Contract position in Toronto, ON posted February 25, 2021.

Company Overview

Tell us your story. Don’t go unnoticed. Explain why you’re a winning candidate. Think ”TD” if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here’s our story: jobs.td.com

Department Overview

The Workforce Management (WFM) team is part of the North American Shared Services model supporting the customer and employee experience across all North American Phone Channel lines of business, including TD Canada Trust, TD Wealth, TD Insurance and TD Bank, America’s Most Convenient Bank. Workforce management is a trusted Advisor to our partners through proper workforce planning & management ensuring the right people are in the right spot at the right time providing our customers with legendary service. WFM supports and manages the operational and Workforce Management functions in various geographical locations; ensuring scheduling, forecasting, enterprise capacity planning and workforce management process optimization.

Job Description

  • Act as liaison between operational business partners, HR (recruitment & training), finance and marketing to ensure target objectives are met
  • Working with key stakeholders, gather and input key metrics into Genesys’ Decisions forecasting software to create predictive forecast models
  • Create compelling visualizations to explain analyses in a presentable manner
  • Track KPI performance (service level, call volume, AHT, shrinkage etc.) to highlight inefficiency trends and recommend solutions to improve
  • Assess short, medium and long-term implications of workforce levers such as hiring, queue consolidation, attrition, automation, off/nearshoring and contingent labor
  • Leverage analytical tools (e.g. Excel, Powerpoint, PowerBI, Tableau etc.) to organize and analyze workforce-related data for ad-hoc requests and regular reporting
  • Assist internal customers with the analysis and interpretation of contact center data; make recommendations for process or productivity improvements
  • Support the development, update and maintenance of key workforce planning and analytics processes, tools, and data models
  • Identify issues, define symptoms and recommend solutions

Requirements

  • Exceptional analytical skills with high attention to detail
  • Proficient with MS Office Suite (Excel, Powerpoint, Word)
  • Strong organizational skills with a proven ability to multitask
  • Clear and thorough understanding of short, medium and long-term forecasting practices
  • Ability to quickly learn new technology/software/systems
  • Superior verbal and written communication skills
  • Driven to continual improvement of processes and working environment
  • Enjoys working in an agile, fast pace and collaborative environment

EDUCATION & WORK EXPERIENCE:

  • A post-secondary degree in business, economics or other related fields of study
  • 3-5 years of experience in workforce management, planning and analytics
  • Experience with database management and/or visualization software such as Tableau, Power BI, MySQL, PHP, Python, R etc. is an asset
  • Experience with Genesys Decisions forecasting software is an asset

Hours

37.5

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.