Senior Workforce Analyst

Project Management - BA
Contact Centre metrics
March 26, 2018
Updated on
May 8, 2018
Valid until

You will be a subject matter expert on all core workforce functions including capacity planning, forecasting, scheduling, and real-time monitoring across multiple workforce management functions.

LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products and leading training solutions to over 1,200 Canadian franchised new car dealerships.  Dealer partnerships are complemented with the strong backing and support of their automotive manufacturing brands, which include Volkswagen, Audi, BMW/MINI, Kia, Mazda, Hyundai and Mitsubishi Motors. LGM develops solutions that are win-win for all stakeholders including consumers, dealers, OEMs/manufacturers and underwriters.

The Work:

Reporting to the Manager, Operational Excellence, the Senior Workforce Analyst will be a subject matter expert on all core workforce functions including capacity planning, forecasting, scheduling, and real-time monitoring across multiple workforce management functions for the LGM Service Team. They will also complete these functions on an ad hoc basis as needed with post-performance analysis being a key part of the mandate.  He/she will provide recommendations for process improvements to increase efficiencies with the Service Team.

Key Responsibilities:

Monitor and assist in the real-time management of the various LGM Contact Centre queues

Use attention to detail to forecast scheduling and validate historical data

Create and provide short and long term projections based on trends

Assist in the measurement of all existing service-level agreements

Monitor and assist intra-day activities for respective service teams to quantify productivity efficiencies

Plan and communicate reaction strategies for spikes in volume, unexpected absences and training

Produce forecasting plans for each business unit within the Contact Centre operations while maintaining or improving a forecast accuracy of +/- 5%

Produce reports and  analysis to support the launching of new brands, products and services, with minimal lead-times

Lead weekly management briefings highlighting past performance and projections for the coming week/month

Forecast and evaluate the impacts of potential call drivers such as marketing promotions, announcements, product changes, pricing changes and IVR changes

Work closely with management to maximize the efficiency of LGM’s Contact Centre Operations from a resource allocation perspective

Enable Contact Centre staff to meet or exceed FCR, IR, Quality, and CSAT goals.

What we are looking for:

Bachelor’s degree in Business, Statistics, Mathematics or related discipline or WFM Certification

5 plus years of experience with data analysis tools and techniques, statistics, and workforce management forecasting.

Advanced knowledge of the function/discipline and demonstrated application knowledge, skills and abilities towards Contact Centre Operations of all sizes.

3 plus years of experience with Calabrio or similar tools.

Demonstrated success in forecasting contacts, handle time, and other workload requirements in order to build accurate plans down to the intraday level.

In-depth understanding of Contact Centre metrics is essential.

Advanced analytical and presentation skills.

Proficient with Microsoft Office suite of products.

Experience with skills-based routing is essential.

Six Sigma Green Belt or higher certification is an asset.

Bilingual (English/French) oral and written is an asset

The Rewards:

We offer a highly competitive compensation package including: comprehensive health benefits plan, Group RRSP, performance bonus, education sponsorship, and four paid days when “giving back” to the community. Our beautiful offices in downtown Vancouver have won awards for best design. We also offer a gym membership and vehicle rebate program.

The People:

Engaged, creative and highly skilled employees are hallmarks to our success. Awarded Aon Best Employer, Deloitte Best Managed Companies and PROFIT 500’s list of Canada’s fastest growing Companies. Our employees make this possible with their unwavering commitment to nurturing a culture of innovation and collaboration.        

You can learn more about LGM by visiting our website at

At LGM, our service and innovation builds trust and loyalty.

Come join us!