Join the City of Toronto as a Workforce Analytics Consultant, focusing on real-time monitoring and performance reporting. This role is essential for improving efficiency in the customer contact centre.

You will monitor agent activity, analyze service metrics, and recommend staffing adjustments to address performance issues within the Toronto workforce. This position involves deep collaboration with management to deliver actionable insights and support service optimization initiatives. Your technical expertise in forecasting will be crucial to navigating operational challenges and enhancing service levels.

Key Responsibilities: • Monitor real-time contact volumes and staffing levels • Provide recommendations for staffing adjustments • Communicate performance trends to management • Analyze scheduling needs based on service metrics • Develop and maintain performance dashboards

Requirements: • Considerable experience with Verint or Genesys Cloud • Proven expertis...