[Hiring] Workforce Management Analyst @Pizza Pizza

Role Description

The remote Workforce Management (WFM) Analyst is a key role responsible for optimizing workforce productivity and ensuring efficient resource allocation to meet business demands, for our call center environment.

• Monitor real-time call volume and gather statistical data to assess performance and trends.
• Analyze recent patterns, upcoming events, and weather forecasts to project staffing needs.
• Manage staffing levels across multiple teams to optimize service quality and cost efficiency.
• Create and adjust weekly schedules based on forecasted call volume, including break schedules to ensure consistent coverage.
• Monitor attendance and schedule adherence, taking corrective action when required.
• Identify opportunities to improve service levels, resource utilization, and overall contact centre performance.
• Develop recommendations and implement new processes to enhance operational efficiency.
• Communicate regularly with Contact Centre Support Staff, Workforce team members, restaurants, and Regional Operations Managers regarding staffing needs, operational issues, and inventory-related concerns.
• Prepare and submit hourly call volume reports, documenting staffing adjustments and outlining action plans to maintain acceptable service levels.
• Follow a daily checklist of scheduled tasks and perform general administrative duties as required.

Qualifications

• Excellent verbal and written communication skills.
• Ability to work remotely.
• Fully licensed Windows PC with Windows 11 and a USB headset.
• Strong organizational, multi-tasking, time management, problem-solving, and interpersonal abilities.
• Ability to work independently and collaboratively with remote team members.
• Availability to work flexible hours, including early mornings (as early as 8:30 AM) and late nights (as late as 5:00 AM).
• Ability to be called in on short notice when required.
• Proficiency in Microsoft Excel and Google Sheets/Docs (considered an asset).
• Previous experience in Workforce Management, Forecasting, or Scheduling is an asset.

Company Description

Pizza Pizza is Canada’s favourite pizza chain for a lot of reasons, but the most important one is our people. Before that box ever arrives at your door, a diverse team of talented people make it happen, from the head office to the kitchen counter.