WFM Analyst

About the role

BrokerLink is seeking a detail‑oriented Workforce Management (WFM) Analyst to join its Toronto team. In this role you will ensure that call‑center service‑level objectives are consistently met while supporting the company’s growth and customer‑service goals.

Key responsibilities

• Monitor inbound and outbound call volumes in real time and adjust staffing schedules as needed.
• Track daily, weekly and monthly service‑level performance against targets.
• Build and maintain operational reports that provide timely feedback on call activity and schedule adherence.
• Analyze forecast data for calls and transactions, identify trends, and recommend schedule modifications.
• Support managers with coaching insights derived from performance data.

Required profile

• Strong analytical mindset with the ability to interpret real‑time data.
• Excellent communication skills and a customer‑focused attitude.
• Ability to work collaboratively in a fast‑paced call‑center environment.

Required skills

What we offer

• Competitive salary range of $59,300–$72,500 CAD per year.
• Flexible work arrangements and a comprehensive benefits package supporting physical and mental wellbeing.
• Annual bonus target of 7.5% with potential payout up to 200%.
• Employee Share Purchase Plan with company matching and a Group RRSP with matching contributions.
• Opportunities for professional growth across a network of over 200 offices nationwide.