Workforce Management Analyst

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.

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.

Key Responsibilities:

• 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 PC with 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.

Pizza Pizza Ltd. Is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin and will not be discriminated against on the basis of disability.

To help us find the best fit, Pizza Pizza uses AI (machine-based systems that infer from your data to recommend or predict candidate matches), but our team of humans always makes the final hiring decision. If you’d like to opt out of AI screening or need a reasonable accommodation, simply reach out to us at careers@pizzapizza.ca.