Workforce Management & Real-Time Analyst

Solink is a different kind of data analytics software company. We've successfully made video security a source of powerful insight for business owners of franchise and retail chains. We focus on security applications that combat fraud proactively and make it easier for owners to track down problems. Today we focus on loss prevention and in the future, we see every department using video to make data-driven decisions: marketing, operations, and even HR.

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture-backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

A bit about the role…

Solink is seeking a dynamic Workforce Management (WFM) & Real-Time Analyst to support our Customer Support Team. This role involves forecasting incoming volume, workforce scheduling, real-time monitoring of multi-channel contact queues, managing payroll submissions, and creating performance reporting. The ideal candidate has exceptional attention to detail, resourceful problem-solver, highly organized, and thrives in a fast-paced environment.

WHO YOU ARE:

• Minimum 2 years of experience in workforce management, forecasting, scheduling, and real-time monitoring in a multi-channel contact center environment.

• Bachelor’s Degree is an asset with a focus in mathematics, business analysis, or statistics.

• Proficiency in WFM software (e.g., Playvox, NICE IEX, Verint, Aspect).

• Experience in Zendesk, Intercom, Salesforce, PowerBI, Excel, and strong working knowledge of data visualization tools.

• Strong analytical skills with the ability to interpret data and provide actionable insights.

• Experience with telephone systems (e.g., Five9, Avaya, Cisco, Genesys).

• Excellent problem-solving and communication skills, with the ability to work cross-functionally.

• Detail-oriented, highly organized, and able to manage multiple priorities in a dynamic environment.

• Teamwork: working collaboratively with others to achieve organizational goals.

• Initiative: dealing with situations and issues proactively and persistently, seizing opportunities that arise.

• Results Focus: focusing efforts on achieving high quality results consistent with the organization’s standards.

• Fostering Communication: listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

SECURITY REQUIREMENTS:

• Candidates must undergo a criminal records check upon hire;

• Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;

• Be willing to comply with Solink’s own security policies and standards.

WHAT WILL YOU DO?

• Develop and maintain capacity plans and monthly, daily and intra-day forecasts in a multi-site, multi-channel contact centre environment

• Create workforce schedules to align with business goals and required Service Levels.

• Utilize WFM tools (e.g., Playvox, NICE IEX, Verint, Aspect) to forecast staffing needs and manage real-time workforce adjustments.

• Monitor intraday performance, including schedule adherence, shrinkage, and Service Levels, making necessary adjustments to optimize performance.

• Identify and address staffing needs, including shift extensions, overtime, break and skill adjustments.

• Collaborate with management to resolve workforce challenges effectively.

• Ensure accurate payroll submissions for hourly team members in alignment with company policies.

• Track and resolve discrepancies in time entry and attendance records to ensure payroll accuracy.

• Work with Team Leads to address payroll or scheduling conflicts.

• Generate and present workforce and KPI reports with insights and recommendations for efficiency improvements.

• Conduct audits of scheduling processes to ensure accuracy and compliance with policies.

• Prepare monthly KPI scorecards and other ad hoc reports as required.

• Analyze historical data and trends to improve scheduling accuracy and future workforce planning.

• Track ongoing system tickets, escalating high-priority or persistent issues as needed.

• Update management on critical issue impacts affecting operations

WHAT IS SOLINK?

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience! What an exciting adventure ahead - and our Solinkians make the greatest travel companions…

Solink thrives because of our team; we know that in our business and in our daily work, people make all the difference. We’re looking for people who are driven by curiosity, hungry to innovate and striving to make an impact.

WHY WORK AT SOLINK?

Working with us means you’ll be working for a company that values your input and allows you to bring your ideas to life. We offer a collaborative, creative, supportive work environment with a culture that is undeniably fun…

All that - PLUS we offer…..

• Flexibility in your chosen hours of work by helping you get "stuff" done (encourages that work life balance);

• Opportunities for growth based on merit, skill, and initiative;

• Friendly, welcoming and team-oriented atmosphere that fosters collaboration;

• Creative and innovative environment that mentors, supports, motivates and inspires you to make an impact;

• Interesting and exciting assignments ranging in size, type and complexity;

• An “open-door” policy where communication and brainstorming is encouraged;

• A really positive and fun environment working with an incredibly ENERGETIC team;

• Fully paid Health / dental benefits offered immediately (an additional $500 spending account for items that aren’t covered in our AMAZING benefits program);

• Monthly reimbursement toward a health and wellness;

• Extracurricular SOLINKIAN social events (annual “solink-o de mayo”, so-learns, sports teams, so-lunches, team builders, and much more)

• This role has the opportunity to operate in a hybrid or remote model.

We know that everyone has different experiences and that’s what makes all of us so unique. Solink is an Equal Opportunity Employer. We’re looking at building our team of great people and we know that comes in various forms. We are committed to a diverse and representative workforce, an open and inclusive work environment and we encourage all candidates with interest to apply. We will provide accommodation on request through all parts of the selection process.

HOW TO APPLY?

Please submit your cover letter and resume addressed to Admiral Ackbar outlining why you would be the right fit for this position.

Solink welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you need accommodations, please email peopleops@SolinkCorp.com.