# Workforce Management and SLA Reporting Analyst **Company:** [Boldr](http://jobs.workable.com/companies/fDuuieVhmytPCbFmCEJ5v6.md) **Location:** Toronto, Canada **Workplace:** hybrid **Employment type:** Full-time **Department:** Client Experience [Apply for this job](http://jobs.workable.com/view/69118f46-795e-454a-8654-7ca3387afe25) ## Description ### A LITTLE BIT ABOUT Boldr - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. - We are a global team, united by our desire to connect diverse people with common values for boldr impact.  - We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. ### LET’S START WITH OUR VALUES - Meaningful connections start with AUTHENTICITY - We do our best work by being CURIOUS - We grow by remaining DYNAMIC - Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE  - At the heart of great partnerships we’ll always find EMPATHY ### WHAT IS YOUR ROLE As a Workforce and SLA Reporting Management Analyst, you will be responsible for executing and optimizing Workforce Management processes and own the operational reporting process within a 24/7 BPO environment supporting multiple channels simultaneously This role focuses on workforce planning, scheduling, and real-time performance monitoring. You will work with moderate autonomy on complex workforce scenarios, using data-driven analysis to support staffing decisions and operational performance. You will collaborate closely with Operations, QA, and Implementations teams to ensure alignment with service targets and client needs. ### WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic. ### WHAT WILL YOU DO **Workforce Planning & Analysis** - Build and maintain accurate, timely reporting and dashboards for both internal and client stakeholders.  - Extract, analyze, and interpret operational and performance data in real time to identify trends, risks, and opportunities. - Build and maintain staffing models based on forecasts, productivity assumptions, and operational targets. - Translate volume forecasts into headcount requirements. - Develop scenario analyses for ramp, attrition, and seasonality. - Support workforce planning for new and existing programs. **Scheduling & Capacity Management** - Monitor SLAs and KPIs continuously; proactively alert stakeholders to at-risk or breached metrics and recommend corrective actions. - Apply WFM discipline (intraday management, scheduling and roster adjustments, adherence, occupancy, and capacity planning) and advise Team Captains on required changes to team members' schedules. - Create and maintain agent schedules using tools such as Assembled and homegrown AI models. - Ensure schedules align with SLA targets, coverage needs, and efficiency goals. - Account for multi-channel support, time zones, and staffing constraints. - Identify and recommend adjustments to improve staffing coverage. **Real-Time Management** - Monitor intraday performance, queues, and agent adherence. - Identify risks to service levels and propose corrective actions. - Coordinate with Client Teams to implement real-time adjustments. - Prepare data, dashboards, and narratives to support the CXM for client Business Reviews / QBRs  - Support the CXM in identifying and communicating additional client needs (e.g., staffing, tooling, process changes).  Data Analysis & Reporting - Analyze WFM metrics such as occupancy, shrinkage, utilization, and SLA attainment. - Build and maintain dashboards and reports (e.g., Metabase). - Translate data into actionable insights for operations teams. - Identify trends and performance gaps. **Continuous Improvement** - Identify skill and performance gaps and flag team members who need additional training or coaching.  - Conduct structured root cause analyses on performance issues to recommend and present findings with clear remediation plans.  - Identify inefficiencies in forecasting, scheduling, and reporting processes. - Recommend and support implementation of improvements. - Leverage AI tools and automation to enhance analysis and workflows ## Requirements ### WHAT WE’LL LIKE ABOUT YOU  **YOU ARE…** - Curious and authentic, just like us! #beboldr . - Strong in analytical thinking and problem-solving. - Comfortable working with complex datasets and variable inputs. - Able to communicate insights clearly to non-technical stakeholders. - Detail-oriented with a focus on accuracy and efficiency. - Collaborative and proactive in cross-functional environments. **YOU HAVE…** - Bachelor's degree in Business, Statistics, Operations Management, or related field (preferred). - 3–4 years of Workforce Management and/or operational reporting experience in a BPO or contact center environment. - Strong experience in forecasting, staffing models, and scheduling. - Proven experience building and maintaining reports and dashboards, and turning raw operational data into clear insights. - Solid understanding of SLAs, KPIs, and contact center performance metrics, with the ability to monitor, interpret, and act on them. - Proficiency in WFM tools (e.g., Verint, NICE, Aspect, Genesys or similar). - Advanced Excel or Google Sheets skills. - Hands-on experience with BI/reporting tools (e.g., Metabase, Power BI, Tableau, Looker, or similar). - Experience with scheduling platforms such as Assembled (preferred). - Experience preparing data and narratives for client-facing reviews (e.g., Business Reviews / QBRs). - Strong written and verbal communication skills, with the ability to present findings and recommendations to non-technical and client stakeholders. - Experience using AI tools to support analysis or workflow automation. - Strong analytical and problem-solving capabilities, including structured root cause analysis. - Ability to support multiple programs simultaneously in a fast-paced environment.  **Nice to Have** - Experience in multi-client BPO environments. - Familiarity with Erlang C or similar forecasting methodologies. - Exposure to implementation or onboarding workflows. - Experience supporting scaling operations. - Experience partnering with CXMs, account, or client-success teams to surface additional client needs. - Familiarity with data visualization and storytelling best practices. - SQL or query-writing skills for pulling and validating reporting data.