Workforce Planning Analyst

Position Title :

Workforce Planning Analyst

Division : Workforce Team

Workforce Team

Department :

Service Operations Support & Optimization

Reports to :

Manager, Workforce Optimization

Salary : $52,500

$52,500

Posting Expires :

September 9, 11 : 59PM

Position Description :

Are you enthusiastic about optimizing team performance and making a difference in the lives of others? As a Workforce Planning Analyst at Kids Help Phone, you will play a pivotal role in ensuring that our contact centre teams are operating at their best to provide vital support to youth across Canada.

The Planner will also maintain the quality of forecast inputs and scheduling parameters to create the environment that will produce the best results of the frontline workforce.

Key Functions and Responsibilities :

Scheduling and Intraday

• Collaborating closely with the Senior Workforce Scheduling Analyst, implement schedule changes as required.
• Monitor, action, and respond to incoming requests to the general inbound Workforce email box and other communication channels.
• Accurately maintain and update schedules to meet service demand, including time off, attendance, overtime, shift trades, training, meetings etc.
• Ensure schedules comply with Collective Agreements, relevant legislation and KHP policy and standard practice.
• Assist the shift bidding process.
• Identify trends in key performance indicators, productivity, absenteeism, schedule equity etc.
• Proactively review schedules to identify gaps and opportunities, providing options to leadership to resolve these gaps and opportunities
• Manage the absenteeism, notify managers of absences, complete analysis of late, absence and compliance reports.
• Performs other related duties and assignments as required and as assigned by the manager.

Forecasting

• Monitor results and maintain forecast inputs to ensure accuracy.
• Maintain data integrity within the workforce planning platform.

What you bring to the role :

• Two or more years experience working in a contact centre environment, with strong understanding of contact centre operations, methodologies, metrics, and outcomes.
• Strong analytical skills and diligence
• Intermediate skills in Microsoft Office, including Excel.
• Previous experience using Workforce Management tools.
• Previous experience in scheduling employees under multiple collective agreements
• Strong people skills with the ability to form lasting connections with employees at all levels that represent the workforce team in a positive and friendly way to the rest of the organization.
• Strong self-management and time-management skills, with the ability to work independently without supervision.
• Service focused, business oriented and innovation driven.
• Bilingual (English and French) is an asset

Benefits :

• Accidental Death Insurance
• Hybrid Work Model
• Life Insurance
• Wellness Programs
• Flexitime
• Employee Assistance Program
• Health Care
• Dental Care
• Vision Care
• RRSP Matching
• Emergency Travel Assistance
• Hybrid work model

The above is not an exhaustive list of duties and you may be asked to perform different tasks as necessitated by your changing role and the overall business objectives of Kids Help Phone.

Don’t meet every single qualification and requirement? Studies have shown that women and racialized people are less likely to apply to jobs unless they meet every single qualification.

At Kids Help Phone, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.

You may be just the right candidate for this or other roles that Kids Help Phone is recruiting for.

Applications for this position will close at 11 : 59pm on the job posting close date listed above. Submissions received after this time may not be considered.

To learn more about Feel Out Loud : the largest youth mental health movement in Canadian history :

• a group of extraordinary philanthropic and business leaders who are deeply committed to unlocking hope for all youth across Canada
• a star-studded anthem and video created by over 50 Canadian artists who united across the country to form the musical collective Artists for Feel Out Loud , with the sole purpose of amplifying the conversation around mental health and empowering young people to feel out loud.

Join us!

The Small Print :

Accommodation Statement :

Kids Help Phone welcomes and encourages applications from people with disabilities, as such reasonable accommodations are available upon request from a candidate with a disability, thus ensuring you can take part in all aspects of the recruitment and selection process.

If, as a qualified job applicant, you make an accommodation request, we will consult with you and provide reasonable accommodation according to your accessibility needs.

If you wish to make a request, please provide a cover letter when applying for this position.

The successful candidate to this role may be asked to complete a background screen, which may include criminal, credit, employment, educational checks and / or COVID 19 vaccination checks.

All offers of employment are conditional on the receipt of satisfactory results of any applicable check.

Statement on Inclusion Diversity Equity Accessibility (I.D.E.A.) :

Kids Help Phone provides services in one of the most diverse countries in the world. The diversity of our communities takes many forms.

It includes differences related, amongst others to race, ethnicity, national origin, gender identity, gender expression and presentation, sexual orientation, religion, age, ability, and socioeconomic status.

We see diversity as an asset to our organization and communities and strive to be reflective of the communities that we serve.

We commit ourselves to promoting better understanding and appreciation of our human diversity; a commitment which is best realized through our individual and collective effort.

We are professionally and personally committed to celebrating the rich diversity, equity and inclusion of people who work in our company, to those who live in our communities, and to those who access our services and resources.

We believe that it is critical that our services empower freedom of thought and opinion in an environment of mutual respect.

All our activities and interactions are enriched by accepting each other as we are and by celebrating our uniqueness as well as our commonality.

We are guided by the principle that celebrating diversity, equity and inclusion enriches and empowers the lives of all people.

Message to Agencies :

Kids Help Phone does not accept unsolicited telephone calls, referrals or resumes from any source other than directly from candidates.

Kids Help Phone will not consider unsolicited telephone calls, referrals and / or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services and recruiting agencies.

The submission of referrals or resumes by anyone other than a candidate directly to Kids Help Phone is not welcome. Unsolicited referrals and resumes sent to Kids Help Phone will be deemed gratuitous, and Kids Help Phone will not be obligated or bound in any way to pay a referral or any other fee if a person referred to us from a source other than a direct candidate is subsequently hired.