Specialist - WFM (Intraday)

Role Overview: You will be responsible for creating, maintaining, and updating capacity plans, analyzing factors impacting capacity, and supporting operations in various planning activities. Your role will involve collecting and analyzing data related to capacity, supply, and demand, as well as assisting in the creation of an annual staffing budget forecast. Additionally, you will work within a team to provide insights and recommendations to senior business leaders, driving evidence-based operational decisions. Key Responsibilities: - Create, maintain, and update capacity plans, including timing of hiring and analysis on attrition, shrinkage, and other factors impacting capacity - Support operations in planning vacations, training, and other events - Assist in the creation of an annual staffing budget forecast - Collect, manipulate, and analyze data related to capacity, supply, and demand - Calculate optimal staffing levels based on forecasts, capacity models, and business constraints - Measure, assess, and communicate variation from plan, including analysis of the cause and impact to KPIs - Help to balance staffing needs across different business units - Provide analysis, insights, and recommendations to senior business leaders - Collaborate with forecasters, schedulers, and intraday analysts to refine plans and ensure continuity of resourcing - Provide project teams with process recommendations, workload/staffing forecasts, costs as required to support changes - Look for ways to innovate and improve processes in a Continuous Improvement environment Qualifications Required: - Minimum of Bachelor's degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience - Experience analyzing and modeling business process data - Strong critical thinking and creative problem-solving skills - Experience working with data, including transformation, manipulation, forecasting, and statistical modeling - Familiarity with querying data using SQL - Ability to effectively visualize and present complex data adapted to a variety of audiences - Ability to build partnerships, work collaboratively, and develop relationships with a variety of stakeholders - Experience visualizing data with Tableau (asset) - Experience with R/Python or other advanced analytics tools (asset) - Experience using large databases with complex relationships between tables (asset) - Experience applying queueing theory to business problems (asset) - Experience solving optimization problems (asset) - Experience working with Call Centre data (asset) Role Overview: You will be responsible for creating, maintaining, and updating capacity plans, analyzing factors impacting capacity, and supporting operations in various planning activities. Your role will involve collecting and analyzing data related to capacity, supply, and demand, as well as assisting in the creation of an annual staffing budget forecast. Additionally, you will work within a team to provide insights and recommendations to senior business leaders, driving evidence-based operational decisions. Key Responsibilities: - Create, maintain, and update capacity plans, including timing of hiring and analysis on attrition, shrinkage, and other factors impacting capacity - Support operations in planning vacations, training, and other events - Assist in the creation of an annual staffing budget forecast - Collect, manipulate, and analyze data related to capacity, supply, and demand - Calculate optimal staffing levels based on forecasts, capacity models, and business constraints - Measure, assess, and communicate variation from plan, including analysis of the cause and impact to KPIs - Help to balance staffing needs across different business units - Provide analysis, insights, and recommendations to senior business leaders - Collaborate with forecasters, schedulers, and intraday analysts to refine plans and ensure continuity of resourcing - Provide project teams with process recommendations, workload/staffing forecasts, costs as required to support changes - Look for ways to innovate and improve processes in a Continuous Improvement environment Qualifications Required: - Minimum of Bachelor's degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience - Experience analyzing and modeling business process data - Strong critical thinking and creative problem-solving skills - Experience working with data, including transformation, manipulation, forecasting, and statistical modeling - Familiarity with querying data using SQL - Ability to effectively visualize and present complex data adapted to a variety of audiences - Ability to build partnerships, work collaboratively, and develop relationships with a variety of stakeholders - Experience visualizing data with Tableau (asset) - Experience with R/Python or other advanced analytics tools (asset) - Experience using l