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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 Contact Center Operations lines of business, including TD Canada Trust, TD Wealth, TD Insurance, TD Bank, America's Most Convenient Bank, Customer Assistance, and the enterprise businesses. 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 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
- Ability to articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
- 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
37.5
Job Description
Reporting into the Intake Manager, WFM Forecasting COE, North American Customer Operations, the role provides specialized support in the development and execution of the strategic projects and initiatives impact assessment and execution support to help improve the overall efficiency and effectiveness of the WFM processes through a robust process governance and operations model. This role will provide you with the opportunity to develop capabilities to provide valuable insights into the projects and initiatives feeding into the end-to-end WFM planning and execution ecosystem.
- The WFM Intake Analyst is responsible for delivering operational engagement and resource coordination across WFM COE to execute WFM related tasks in support of projects/initiatives assigned through JIRA intakes
- Be the single point of contact and SME to front-end with project owners, educate and guide them about WFM processes and guiding principles related to project/initiative execution within the contact center lines of business
- Validate and review impacts of projects/initiatives to contact center KPIs, perform FTE sizing and SL impact assessments using appropriate forecast versions using the appropriate tools and techniques with specific focus on improving customer experience and maximizing operational efficiencies
- Aggregate assessment information into comprehensive, executive level presentation
- Present analysis in a clear, concise manner with specific recommendations on how to improve Service Level and efficiency
- Track impacts to KPIs (e.g., service level, call volume, AHT, shrinkage, FTE, etc.) to highlight deviation to forecast in timely and organized manner
- Support the maintenance & development of workforce planning tools / processes
- Communicate effectively with internal and external stakeholders in accordance with TD's policies, guidelines, and procedures
- Provide documentation support and maintain various SOPs within the WFM Intake process and governance framework.
- Deliver process innovation with a continuous improvement mindset to deliver department efficiencies. Assisting Workforce Intake Manager and Analyst in tracking and providing the necessary information and publishing necessary reports
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.
Additional Information
EDUCATION & WORK EXPERIENCE:
- A post-secondary degree/diploma in business, economics, or other related fields
- 3-5 years of experience in workforce management specific to forecasting, planning, and analytics
- Experience with database management, data wrangling, and/or visualization software such as Tableau, Alteryx, Power BI, MySQL, PHP, Python, R etc. is an asset
- Experience with Genesys Decisions forecasting software, developer experience with JIRA and Confluence is an asset
Corporate
Job Category - Primary
Business Analysis / Reporting
Job Category(s)
Business Analysis / Reporting
Job Family
General
Time Type
Full Time
Employment Type
Regular
