Business Management Analyst I

Company Overview

Tell us your story. Don’t go unnoticed. Explain why you’re a winning candidate. Think “TD” if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here’s our story: jobs.td.com

Department Overview

The Workforce Management (WFM) team is part of the North American Shared Services model supporting the customer and employee experience across all North American Phone Channel lines of business, including TD Canada Trust, TD Wealth, TD Insurance and TD Bank, America’s Most Convenient Bank. Workforce management is a trusted Advisor to our partners through proper workforce planning & management ensuring the right people are in the right spot at the right time providing our customers with legendary service. WFM supports and manages the operational and Workforce Management functions in various geographical locations, ensuring scheduling, forecasting, enterprise capacity planning and workforce management process optimization.

Job Description

We are looking for someone who will be an ambitious and dedicated contributor to business management -related research, evaluation, operational reporting and analytical support. Not only is this an opportunity for promising career growth, but meaningful work awaits both on business and technology fronts. Curious yet? Read on.
Meaningful work is fueled by meaningful performance and career development conversations with your manager.
Here’s some of what you may be asked to perform:

• Participate in Scheduling CoE Workforce Management activities across TD including establishment of an industry leading CoE which, can be extended to other areas of the bank
• Partner with business stake holders and operations to plan and schedule employees to support workload demand.
• Provide planning support to optimize scheduling deliver best in class customer experience.
• Develop recommendations for management team that identify and profile high impact, forward looking strategies, opportunities and action plans to maximize productivity and efficiencies
• Proactively make recommendations to management for improvement in both efficiency in operations and opportunities optimize contact volume.
• Conduct ongoing analysis, assessment and review of business performance, processes and initiatives.
• Help develop high-quality, high-impact presentations and communications.
• Contribute to various operational activities (e.g. report production, system queries, process mapping, tracking, analysis and procedural support, premises, onboarding).
• Remain informed of emerging issues, industry trends and/or relevant changes.
• Respect enterprise frameworks and methodologies that relate to business management activities.

Requirements

What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

• Undergraduate Degree or Technical Certificate.
• 1-2+ years relevant Workforce Management experience.
• Knowledge of Workforce Management tools, e.g. NICE IEX, Genesys, etc. is preferred
• A self-motivator with excellent organizational and communications skills to prioritize and multi-task in a collaborative or independent setting
• Attention to details, accuracy with analytical mindset
• Actively lead and manage COE relationships & interactions to maintain shrinkage loads are scheduled within target plan/budget
• Confidence and ability to work on projects within short time horizons (generally weekly to monthly), under management direction.
• Experienced in conducting standard reporting, analysis and operational support.

Hours

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.


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