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Workforce Management Real Time Analyst Jobs in Ontario

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Functional Engineer

Toronto, ON

... Labor Management or Labor Tracking, Pay Rules, Workforce Compliance, Reporting and Analytics, integrations, and related time collection capabilities. * Experience with timekeeping, scheduling ...

McCain Foods

Functional Engineer

Toronto, ON

CA$81K - CA$108K/yr

... Labor Management or Labor Tracking, Pay Rules, Workforce Compliance, Reporting and Analytics, integrations, and related time collection capabilities.Experience with timekeeping, scheduling ...

New

Subway

Manager, Real Estate

Toronto, ON · On-site

CA$90K - CA$113K/yr

Conduct thorough market research, including demographic, traffic pattern, and competitive analysis ... Volunteering time * Many More Actual pay is determined based on a number of job-related factors ...

Marinabaysands

Collaborate with the marketing technology team to enhance CRM and real-time rules capabilities ... Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing ...

Henry Schein

Senior IFS Analyst

Niagara On The Lake, ON

CA$65K - CA$101K/yr

Detail-oriented and proactive IFS Cloud FSM Configuration and Training Analyst to support the ... Experience with IFS Mobile Workforce Management or IFS Planning & Scheduling Optimization (PSO)

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Workforce Management Real Time Analyst information

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How much do workforce management real time analyst jobs pay per hour?

As of Sep 6, 2026, the average hourly pay for workforce management real time analyst in Ontario is $23.76, according to ZipRecruiter salary data. Most workers in this role earn between $15.87 and $22.12 per hour, depending on experience, location, and employer.

What is a workforce management real time analyst?

A Workforce Management Real Time Analyst monitors and manages real-time contact center operations to ensure optimal staffing and service levels. They track call volume, agent adherence, and intraday performance, making adjustments as needed to meet service goals. Their role involves communicating with teams, addressing staffing gaps, and responding to unexpected changes such as high call volumes or absenteeism. By analyzing data and trends, they help maintain efficiency and improve overall workforce performance.

What are the typical daily responsibilities of a workforce management real time analyst?

As a Workforce Management Real Time Analyst, your daily tasks often include monitoring agent schedules, tracking call volume and service levels, and making real-time adjustments to optimize coverage. You may also communicate with team leaders, provide updates on operational metrics, and flag issues such as staffing shortages or unexpected surges in demand. Collaborating closely with supervisors and other departments, you help ensure a smooth workflow and consistently high customer service standards. This role is fast-paced, requiring quick decision-making and a proactive approach to managing workforce challenges as they arise.

What are the key skills and qualifications needed to thrive as a workforce management real time analyst?

To thrive as a Workforce Management Real Time Analyst, you need strong analytical skills, attention to detail, and typically a background in business, statistics, or a related field. Experience with workforce management systems such as NICE IEX, Aspect, or Verint, and proficiency in Excel and real-time monitoring tools are usually required. Excellent communication, problem-solving, and multitasking abilities set top performers apart in this role. These competencies are essential to efficiently monitor staffing, respond to changing call volumes, and support smooth, effective operations within customer service environments.

What are popular job titles related to Workforce Management Real Time Analyst jobs in Ontario?

For Workforce Management Real Time Analyst jobs in Ontario, the most frequently searched job titles are:

What job categories do people searching Workforce Management Real Time Analyst jobs in Ontario look for?

The top searched job categories for Workforce Management Real Time Analyst jobs in Ontario are:

Workforce Management Real Time Analyst jobs near you
Infographic showing various Workforce Management Real Time Analyst job openings in Ontario as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 20% Part Time, and 3% Contract. Highlights an 88% Physical, 3% Hybrid, and 9% Remote job distribution, with an average salary of $49,431 per year, or $23.8 per hour.

Call Center & Contact Center Professionals

Hire Resolve.com

Brampton, ON • On-site

Full-time

Medical, Dental, Vision, Life, PTO

Re-posted 4 days ago

Job description

Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid-senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation-with progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).

Key Responsibilities
  • Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
  • Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
  • Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
  • Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
  • Implement QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance
  • Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards
  • Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
  • Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
  • Ensure appropriate privacy and data-handling practices aligned with PIPEDA (and provincial equivalents where applicable)
  • Promote a safe workplace aligned with applicable health and safety expectations (province/territory dependent)

Requirements

  • Education/qualifications: Secondary school completion typically required; college diploma or bachelor's degree (Business, Communications, Operations, Analytics, or related) is an asset. Equivalent experience is considered
  • Experience: Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
  • Core capabilities:
    • People leadership, coaching, performance management, and change delivery
    • KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
    • WFM fundamentals (forecasting, scheduling, real-time management, adherence)
    • Quality assurance, training design, escalation/complaints management, and CX improvement
    • Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
  • Systems/tools (varies by role): CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)

Benefits

  • Extended Healthcare Plan (Medical, Disability, Dental & Vision)
  • RPP - Group RRSP
  • Group Life - AD&D - Critical Illness Insurance
  • Paid Time Off Benefits
  • Training & Development

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