Workforce Optimization Analyst (Intraday Support) - Fall 2026 Co-op/Intern

About the role#

As a Workforce Optimization Co-op Analyst, you will support the efficient operation of contact centers by assisting Intraday Analysts. This role focuses on monitoring real-time service levels, managing daily schedules, and ensuring teams are positioned to meet customer demand. You will gain hands-on experience in workforce management while contributing to customer service success.

What you'll do#

• Assist Intraday Analysts in monitoring key contact center metrics in real-time, such as call volumes and queue lengths, to identify emerging trends.
• Help execute contingency plans during unexpected volume spikes or staffing shortages.
• Manage and document intraday exceptions, including unplanned absences, late arrivals, and other schedule deviations.
• Support the coordination and communication of real-time schedule adjustments with team leaders and agents.
• Help prepare and maintain reports using tools like Excel to track daily performance and scheduling adherence.

What you'll need#

• Currently enrolled in a post-secondary program, preferably in Business Administration, Operations Management, or a related field.
• Strong interest in data, analytics, and problem-solving.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational and time-management abilities.
• Proficient in Microsoft Office, especially Excel.

Location & details#

• Location: Waterloo, Ontario, Canada
• Term: Fall 2026
• Modality: Hybrid
• Status: Full-time, paid internship