Job Description

• Job ID: 60553
• Job Category: Operations & Maintenance
• Division & Section: Customer Experience, Business Intelligence & Workforce
• Work Location: Metro Hall, 55 John St, Toronto, ON M5V 0C4
• Job Type & Duration: 1 Full-Time, Temporary (12 month) Vacancy

• Salary Range: $87,800.00 - $116,745.00

  Hiring Zone: $96,819.00 - $104,972.00

• Shift Information: Monday to Friday, 35 Hours per Week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 27-Mar-2026 to 10-Apr-2026

You will oversee real‑time intraday workforce monitoring and forecasting activities, including making real‑time schedule updates, supporting the creation, maintenance, and optimization of staff schedules, monitoring agent activity and schedule adherence live, and producing extensive workforce performance reports. The role identifies and escalates adherence and performance issues that impact service levels to Supervisors and management within the customer contact centre and field environments

Major Responsibilities:

• Analyzes all customer service metrics, forecasts and trends within customer care and customer field services to identify root causes for variances; makes recommendations and identifies opportunities for service improvements.
• Monitors real‑time contact volumes, queues, staffing levels, and schedule adherence for the 311 Contact Centre to identify emerging risks to service level performance.
• Provides real‑time, intraday recommendations related to staffing adjustments, activity changes, overtime, and resource reallocation based on operational conditions.
• Analyzes statistics and makes recommendations to management regarding staffing needs and requirements based on scheduling and service metrics.
• Provides reports on absenteeism and schedule deviation while identifying trends and potential resolutions.
• Tracks and reports on real‑time performance trends and escalates issues impacting service objectives to supervisors and managers in a timely manner.
• Prepares regular and ad‑hoc workforce performance reports related to call volumes, service levels, schedule adherence, absenteeism, and intraday performance.
• Participates in labour relations matters as they relate to Toronto workforce analytics initiatives such as staffing needs and forecasting optimization.
• Conducts statistical data analysis on various strategic, operational and financial measurements, disseminates and reports on trends and findings, and makes appropriate recommendations.
• Provides suggested strategies/policies/programs and action plans to appropriate staff who will create and/or modify business processes accordingly that will improve performance, effective service delivery and customer service.
• Conducts business process reviews and makes recommendations to the Manager and senior management with regards to service optimization and business process simplifications that could result in alternate service delivery/contracting out, restructuring, changes in staffing levels and resource allocation.
• Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
• Works collaboratively with Quality Assurance Consultant to develop, implement and/or maintain an employee performance evaluation and recognition program for customer contact centre and field service delivery employees.
• Deals with confidential information affecting the division and its resources and prepares and presents reports to Manager and senior management supporting recommendations on changes/improvements in employee performance, business process, training and services standards, including appropriate staffing levels and resource allocation.
• Develops and maintains workforce dashboards and analytical tools used to monitor performance and inform decision‑making.
• Communicates workforce insights through clear, concise written reports and presentations for operational and senior management.
• Develops and maintains short‑term and long‑term forecasts of 311 call volumes using historical data, trends, and seasonal patterns.
• Analyzes forecast accuracy and identifies opportunities to improve forecasting assumptions, methodologies, and outcomes.
• Uses forecasted work volumes to support staffing recommendations, scheduling decisions, and service planning initiatives.
• Investigates, evaluates and responds to inquiries to ensure continuous improvement of employee performance, processes and procedures; and make adjustments to business policies/processes where necessary.
• Attends frequent meetings with Supervisors, Managers and/or other identified personnel to provide insight on forecasted scheduling and any potential risk factors affecting schedules.
• Communicates and provides feedback regarding performance metrics through written and/or oral reports.
• Coordinates and delivers various information, including annual reporting, metric/benchmarking, tracking/reporting, internal and external communication plan development.
• Supports the development, maintenance, and adjustment of staff schedules based on forecasted call volumes, service level objectives, and real‑time operational needs.
• Evaluates schedule effectiveness and coverage levels and provides data‑driven recommendations to improve resource utilization.
• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Processes pre-planned and ad-hoc time-off requests based on business needs.
• Identifies and coordinates real-time phone/non-phone activities, overtime, meetings, training and special projects.
• Mentors, provides orientation and training related to work functions to staff.
• Maintains an awareness of current trends, practices and directions in the industry and recommends/applies concepts and techniques.
• Assists in the development and maintenance of a staff knowledge base that will involve uploading scripts, processes, procedures, practices and any other communications that are relevant to operational needs.
• Reviews and interprets technical information to develop easy to read communications, processes and/or procedures for staff of all levels.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Works collaboratively with Toronto Management and/or other city staff at all levels to develop, design, implement and/or maintain Customer Care & Customer Field Services Emergency Response Plan.
• Recommends and coordinates solutions using sound professional judgement, conflict resolution and negotiation skills to manage sensitive and controversial matters.

Key Qualifications:

Your application must describe your qualifications as they relate to:

1. Extensive experience using workforce management and contact centre platforms such as Verint and Genesys Cloud, or comparable systems, to support real‑time monitoring, forecasting, scheduling, and workforce performance reporting.
2. Considerable experience supporting or developing call‑volume forecasts and using forecasted workloads to inform staffing, scheduling, and service‑level decisions.
3. Considerable experience leveraging data-driven insights resulting in optimization of staffing levels to ensure service level objectives are met, including identifying trends and monitoring day to day work volumes and staff scheduling.
4. Considerable experience developing and maintaining operational workforce reports and dashboards, including regular and ad‑hoc reporting for management and senior leadership.
5. Post-secondary education in a related field or related experience in workforce management supporting contact centers, field service delivery and/or shift work employees
6. Considerable experience conducting business process reviews leading to service optimization and process simplifications, alternate service delivery models, restructuring, and / or changes in staffing levels and resource allocation.
7. Demonstrated considerable experience supporting real‑time (intraday) workforce monitoring, including schedule adherence tracking, live activity monitoring, and escalation of service‑impacting issues.
8. Considerable experience developing and implementing staff performance and service delivery monitoring and evaluation metrics.
9. Demonstrated considerable experience building strong and trusted relationships with a wide variety of partners through consultation and engagement to identify changes, impacts and solutions.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request Learn more about the City’s Hiring Policies and Accommodation Process