Capacity Planning Analyst - Toronto, Canada - TD Bank

TD Bank
TD Bank
Verified Company
Toronto, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description

TD Description
Stay current and competitive. Carve out a career for yourself. Grow with us.


Department Overview


The Workforce Management (WFM) team is part of the North American Phone Channel Shared Services, providing ongoing support and leadership in the following specialty areas: Sales strategy, Customer and Employee Experience, Governance / Operating Solutions, Enterprise Workforce Management and Business Solutions.

It is our high performing teams who create a passion for the customer experience and make North American Phone Channel Shared Services (NAPCSS) a great place to work.

NAPCSS supports over a dozen lines of businesses, including all of the businesses in Canadian Personal Banking, Wealth, Direct Investing, TD Insurance, and US Contact Centre; driving superior solutions to enable a better Phone experience, and championing continuous improvement within the Phone network.

We are supporters of a caring performance culture and leaders in great community spirit. NAPCSS offers a unique career opportunity to make an impact and build for the future.

We seek individuals with a positive attitude who are driven to produce extraordinary results and would like to work in an environment that is fun, high energy, fast-paced, and collaborative.


PRIMARY RESPONSIBILITIES:


  • Support business decisions through the preparation of accurate KPI forecasts, with specific focus on improving customer experience and maximizing operational efficiencies
  • Provide detailed analysis on current & future market environments to help facilitate highimpact decision making process
  • Aggregate forecast information into comprehensive, executive level presentation material
  • Present analysis in a clear, concise manner with specific recommendations on how to improve Service Level and efficiency
  • Leverage statistical methodologies (regression, correlation etc.) to assess the impact of new market data
  • Track KPI performance (e.g. service level, call volume, AHT, shrinkage etc.) to highlight performance trends
  • Assess short, medium and longterm impacts of hiring, queue consolidation, attrition, digital automation, off/nearshoring and contingent labor
  • 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

KEY RELATIONSHIPS:


  • Reports to Manager, Capacity Planning
  • Finance, Talent Acquisition, Learning & Development, Product & Strategic Initiative partners
  • Distribution & Contact Centre leaders across different locations
  • Daily working relationships with all level of TDBG

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 longterm 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

EDUCATION & WORK EXPERIENCE:


  • A postsecondary degree in business, economics or other related fields of study
  • 35 years of experience in workforce management, planning and analytics
  • Experience with database management and/or visualization software such as Tableau, Power BI, MySQL, PHP, Python, R etc. is an asset
  • Experience with Genesys Decisions forecasting software is an asset

Inclusiveness


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.


Job Family

  • Business Mgmt, Strategy & Governance

Job Category - Primary

  • Business Analysis / Reporting

Job Category(s)

  • Business Analysis / Reporting

Hours

  • 37.5

Business Line

  • Corporate

Time Type

  • Full Time

Employment Type

  • Regular

Country

  • Canada

Province/State (Primary)

  • Ontario

City (Primary)

  • Toronto

Work Location

  • TD Centre
  • South 79 Wellington Street West

Job Expires

  • 11Feb2023
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