Canada Service Workforce Data Analyst

Position Title:

WFM Data Analyst

Position Description:

• Reporting to the Lead Workforce Analytics & Performance Management within the Service Operations organization, the WFM Data Analyst will be responsible for the development and implementation of business solutions that drive consistency, uniformity, and continuous improvement of business processes & practices. They will also assist with managing roadblocks and ultimately, achieving results. This position requires innovative thinking and the initiation of process and work design improvements to better work with our business partners.

In This Role, You’ll Get To:

• Create, maintain, and update capacity plans including timing of hiring and analysis on attrition, shrinkage and other factors impacting capacity.
• Gather requirements from business partners in terms of information to be integrated into Dashboards and support them in using and analyzing data.
• Propose, define, study, and develop dashboards and scorecards based on the operational cubes set up, and act as a driving force behind the dashboards to be set up centrally.
• Gather information from operations on project impacts, other factors that could impact planning or work volumes.
• Calculate optimal staffing levels based on forecasts, capacity models, and business constraints.
• Measure, assess and communicate variation from plan, including analysis of the cause and impact to KPIs of those differences.
• Help to balance staffing needs across different business units.
• Train and liaise with WFM teams and business partners, if necessary, to handle updates and run mode.
• Responsible for key business metrics and reporting that drives decision making and process improvement for the Business Unit
• Provide insights, support and education on workforce management principles and best practices.
• Work with the business partners you support to provide maximum communication (informational meetings, reports, etc.)
• Successfully build and maintain productive and collaborative working relationships across the channel. Act as a liaison between the business and WFM as needed. The ability to drive accountability and bridge relationships in a complex environment.

Must Have skills:

• University degree, college diploma or equivalent work experience
• Minimum of 3 years of experience with Workforce Management or Resource Planning
• Highly proficient in Excel, PowerPoint
• Excellent organizational, problem-solving, detail-oriented, time management and multi-tasking skills
• Good analytical and critical thinking skills, including the ability to understand data, draw insights, determine the ‘so what’
• Team player with the strong relationship building skills, effective conflict management, and openness to different perspectives.
• Excellent written and verbal communication skills including the ability to present data and information in a compelling way

It’s Great If You Have:

• Experience in SQL, PowerBI, Gen Cloud or Tableau

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Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.