Workforce Analyst (remote - open to US or Canada)

Innodata Inc • Remote (Toronto) • 1w ago

Job Title: Supply Planning Analyst

Location: Fully Remote (USA or Canada excluding Quebec)

Who we are:

Innodata (NASDAQ: INOD) is a leading data engineering company. With more than 2,000 customers and operations in 13 cities around the world, we are an AI technology solutions provider-of-choice for 4 out of 5 of the world’s biggest technology companies, as well as leading companies across financial services, insurance, technology, law, and medicine.

By combining advanced machine learning and artificial intelligence (ML/AI) technologies, a global workforce of subject matter experts, and a high-security infrastructure, we’re helping usher in the promise of AI. Innodata offers a powerful combination of both digital data solutions and easy-to-use, high-quality platforms.

Our global workforce includes over 7,000 employees in the United States, Canada, United Kingdom, the Philippines, India, Sri Lanka, Israel and Germany. We’re poised for a period of explosive growth over the next few years.

About the Role:

We are on the hunt for a Workforce Planning Analyst who is highly analytical, proactive, and results-driven with expertise in Scheduling. This role plays a mission-critical function in optimizing workforce efficiency, ensuring operational adherence, and enhancing service delivery across multiple regions and markets.

As a Supply Planning Analyst, you will be responsible for designing and maintaining real-time strategies, managing dynamic scheduling frameworks, and providing insightful data analysis to enable efficient decision-making across the organization. Your focus will be to proactively manage staffing levels, monitor agent adherence in real-time, and ensure optimal allocation of resources to meet service level agreements (SLAs), customer expectations, and business objectives.

The Analyst will also be responsible for tracking and monitoring the inventory of supplies and assets critical to the use of the workforce in carrying out the tasks, for example: laptops, tokens, and other machinery-related items. It will also be the responsibility of the analyst to inform all teams and departments about the resources’ availability to ensure continuity in the process, avoid bottlenecks, gaps and idle time.

The ideal candidate possesses in-depth knowledge of workforce management processes, is confident in managing large-scale operations, and can translate real-time data into actionable operational strategies.

What You’ll Be Doing:

Scheduling and Shift Optimization
- Create, manage, and optimize agent schedules to ensure alignment with forecasted demand and SLA requirements.
- Build shift patterns that balance agent availability, legal labor constraints, and business needs across diverse regions and time zones.
- Design and implement flexible scheduling models that adapt to fluctuating call volumes, seasonal demand, and unique market dynamics.
- Evaluate schedule adherence and recommend modifications to improve utilization and efficiency without compromising compliance.

Real-Time Monitoring and Intraday Management
- Monitor agent activity in real-time using WFM tools and dashboards to ensure adherence to schedules and productivity targets.
- Respond rapidly to unexpected changes in staffing, volumes, or technical disruptions by deploying contingency plans and adjusting schedules.
- Escalate service-impacting issues to relevant stakeholders and collaborate to implement timely solutions.
- Use real-time insights to minimize unproductive time, manage shrinkage, and maximize agent availability.
- Regular monitoring and reporting of other assets and resources and informing process owners of any deficit or lack of inventory.

Guideline Implementation

Lead the implementation and communication of supply demand guidelines, specifically those related to scheduling and real-time monitoring.
Ensure consistent adherence to supply planning standards across multiple operational sites while respecting regional and local requirements.
Train and guide operations teams on real-time protocols, escalation processes, and scheduling procedures to ensure alignment and accountability.

Performance Tracking and Compliance Monitoring
- Track and analyze performance metrics such as adherence, occupancy, schedule efficiency, and shrinkage across teams and time intervals.
- Monitor and audit the correct usage of activity codes, ensuring alignment with planned schedules and operational strategies.
- Identify anomalies or compliance breaches and take corrective actions, such as rescheduling, coaching, or escalation.
Cross-Functional Collaboration
- Serve as the primary contact point for real-time performance updates, staffing challenges, and resource allocation issues.
- Work closely with Operations, Quality Assurance, Training, and Human Resources to align workforce plans with evolving business needs.
- Partner with Forecasting and Capacity Planning teams to ensure synchronization of short-term staffing plans with long-term projections.
KPI Management and Reporting
- Develop and maintain comprehensive dashboards and reports that provide visibility into WFM KPIs across business units.
- Analyze trends in schedule adherence, service levels, shrinkage, and real-time adjustments to derive insights for continuous improvement.
- Share findings with leadership through regular performance reviews and operational reports, enabling informed and proactive decision-making.
Shrinkage and Non-Productive Time Allocation
- Proactively allocate shrinkage (breaks, training, meetings, etc.) based on business priorities and forecasted needs.
- Ensure that shrinkage is evenly distributed and planned in a way that maintains optimal staffing levels for customer-facing activities.
- Collaborate with team leaders to plan and adjust shrinkage based on real-time service delivery conditions.
Process Improvement and Innovation
- Continuously review WFM processes, identify gaps or inefficiencies, and recommend actionable solutions.
- Drive automation and innovation in scheduling and real-time monitoring tools to enhance speed, accuracy, and responsiveness.
- Stay informed about new trends, tools, and technologies in workforce analytics, bringing forward recommendations that benefit the organization.

Education:

Bachelor’s degree in Engineering, Mathematics, Business Administration, Computer Science, Data Science, or a related analytical field.
Additional certifications in Workforce Management or Data Analytics are a plus.

Experience:

Minimum 3 years of experience in a Workforce Management environment, specifically in scheduling, or intraday management.
Proven ability to manage complex, multi-skill, multi-channel workforce environments.

Technical Skills:

Proficiency in Microsoft Excel with advanced functions (e.g., LOOKUP, INDEX, MATCH, IFS, PivotTables, Macros, Table Arrays).
Experience with Workforce Management systems (e.g., NICE IEX, Verint, Genesys WFM, Aspect, or similar).
Strong data visualization and reporting skills using Excel, Power BI, or Tableau.
Comfortable working with large datasets and deriving insights that drive operational decisions.

Core Competencies

Analytical Thinking: Ability to interpret complex datasets, identify patterns, and recommend actionable insights.
Proactive Problem-Solving: Quick thinking and adaptability in high-pressure, real-time environments.
Communication: Excellent verbal and written communication skills, with the ability to clearly present data and explain workforce decisions to both technical and non-technical audiences.
Attention to Detail: Precision in schedule building, activity coding, and

What we offer:

Fully remote work – work from anywhere in the United States or Canada.
Comprehensive benefits package – includes medical, dental, vision, life insurance, AD&D, long-term disability (LTD), and Employee Assistance Program (EAP) coverage
Generous paid time off – vacation, personal, and sick days
High-growth environment – join a fast-paced team where your work has a real impact

We are an equal opportunity employer committed to fostering an inclusive, respectful, and diverse workplace. We welcome and encourage applications from individuals of all backgrounds and are dedicated to employment equity and building a team that reflects the diverse communities in which we live and operate.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), we are committed to providing accommodations throughout the recruitment and selection process. If you require an accommodation, please let us know, and we will work with you to meet your needs.