Technical Help Desk Operations Analyst - Workforce Management

Job Description

Technical Help Desk Operations Analyst - Workforce Management:
On behalf of our Banking client, Procom is searching for a Technical Help Desk Operations Analyst - Workforce Management for a 12-month role. This position is a hybrid position with 2 days onsite at our client’s Toronto office.

Technical Help Desk Operations Analyst - Workforce Management - Job Description:
The individual will support the bank's Technical Help Desk operations and workforce management functions in a 24/7 support environment. This role involves capacity planning, scheduling, vacation management, forecasting, reporting, and operational service level management.

Technical Help Desk Operations Analyst - Workforce Management - Responsibilities:
• Build and maintain schedules for help desk agents.
• Manage vacation planning and workforce allocation.
• Perform capacity planning activities on weekly, monthly, and annual horizons.
• Monitor real-time operational performance and staffing requirements.
• Manage attendance exceptions and schedule adherence.
• Produce and analyze workforce and operational reports.
• Track KPIs including service levels, occupancy, adherence, and average handle time.
• Partner with team leaders, operations managers, and workforce management stakeholders to identify trends and recommend improvements.
• Create reporting and dashboards using enterprise reporting tools.
• Support operational planning to ensure service level objectives are achieved.

Technical Help Desk Operations Analyst - Workforce Management - Mandatory Skills:
• 3+ years of Workforce Management / Workforce Analyst experience.
• Experience in a Help Desk, Service Desk, or Contact Centre environment.
• Hands-on experience with Verint or a similar Workforce Management platform.
• Experience with capacity planning, forecasting, scheduling, and vacation planning.
• Experience with telephony systems.
• Tableau reporting experience.
• Experience with ServiceNow reporting.

Technical Help Desk Operations Analyst - Workforce Management – Nice-to-Have Skills:
• Power BI dashboard creation.
• Power Automate.
• Additional workforce management platforms.
• Technical Help Desk workforce management experience in large enterprise environments.

Technical Help Desk Operations Analyst - Workforce Management – Assignment Length:
This is a 12-month contract position.

Technical Help Desk Operations Analyst - Workforce Management - Start Date:
ASAP.

Technical Help Desk Operations Analyst - Workforce Management - Assignment Location:
Toronto, Ontario, Canada. This is a hybrid role requiring 2 days in the office per week.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.