Workforce Scheduling Analyst 3

Workforce Analyst

Unknown Employer

Job Title: Workforce Analyst Reports to: Senior Manager, Workforce Planning & Scheduling   Vacancy status: This posting is for an existing position.   Purpose of the Role   The Workforce Analyst is responsible for the short and long-term scheduling for all Business Units, at a National Level with the purpose of meeting Service Level delivery targets and scheduling objectives. The Workforce Analyst will ensure schedules are created and delivered based on established operating rhythms, while considering established rules, labour laws and CBA regulations within their designated department/functional area(s). They will be responsible for delivering recommendations on Workforce requirements, determining labour/FTE sizing that could result in increased or decreased staffing for our operations based on formal demand planning analysis. The Workforce Analyst will implement best practices in data analysis, forecasting, and scheduling optimization and work closely with Business Units to identify targeted agent/employee behaviors and performance to facilitate productivity discussions.    Your responsibilities will be to: * Develop and maintain accurate workforce management forecasting models using a technology platform as the primary application, and where Platform is unavailable will be responsible to create using other means. * Conduct regular reviews and updates of forecasting methodologies to ensure alignment with current business needs. * Perform root cause analyses on forecast variances and develop action plans to address discrepancies. * Based on KPI goals and business objections in present day competitive market, this role will be responsible for locating efficiencies for the different organizational units and provide recommendations and possible lowered staffing requirements. * Liaises regularly directly with the Business Unit managers/supervisors and the employees, this role is responsible for ensuring that designated Business Units are staffed appropriately to meet the service objectives of the organization. * Lead data and statistical analysis to identify and recommend changes to business unit sizing. * Prepare and adjust schedules based on business requirement (trainings, shift bid process, agent preferences and overtime. * Generates and assigns schedules using WFM tools based on business requirements and schedule patterns.  * Conduct scenario planning to assess the impact of different scheduling approaches. * Run workload planners (manage availability, calculate open shifts) and employee shift sets, to ensure employees work the correct days, follow the appropriate shift rotations and the department has adequate and appropriate employee coverage to meet the service objectives of the company.   * Create and manage the call-in list to ensure that appropriate coverage is available.  * Act as a first line of response for unusual early morning situations (break-in, power outage, alarm, snow,) elevating issues that cannot be easily resolved.  * Review targeted employee trends and behaviors and report directly to employee supervisors daily, weekly, monthly based on absenteeism and other Key Performance Indicators.  * Track and review workforce management data, including highlighting trends, performance indicators and productivity. * Participate in projects that enhance workforce management practices. * Regular review of Business KPI’s and provide recommendations on productivity   What you bring to the role: * Post Secondary Degree with a focus on Business Analysis, Statistics or a related discipline. * A minimum of 1-3 Years Workforce Management experience. * Workforce Forecasting/Scheduling experience required. * Experience using Scheduling/Time Entry software required. * Previous experience working with Dayforce or other WFM systems is preferred. * Highly proficient with Microsoft Programs particularly Excel * Experience with Power BI is as asset. * Knowledge of Canadian Labour Laws and CBA’s is an asset   What We Offer: Salary range: $68,126 – $86,861 CAD annually (commensurate with experience)

Customer Analyst

Sona

3 billion people across the world work in frontline jobs. Yet, despite rising costs and staff shortages, frontline organisations are still left to choose between paper, Excel, and WhatsApp, or decade-old workforce management solutions to take care of the most important part of their businesses - their people. Enter Sona: the next generation of AI-native, frontline workforce management. We’ve built an end-to-end platform covering Scheduling, HR, Payroll, and Communications that gives the largest frontline organisations everything they need to staff more intelligently and empower their teams. In under 5 years, we've already made a deep impact on the lives of over 100k frontline workers and the operation of their organisations, grown the team to 140+, and secured over $100M in funding from notable VC's, including our Series B led by N47 alongside Felicis, Northzone, and Gradient Ventures (Google). It’s a hugely exciting time to be joining the team as we’re still small enough that you’ll have a significant impact on the company’s growth trajectory and culture, yet large enough to have a great structure, experienced leaders and world-class benefits in place. More on working at Sona here. About the Role As a Customer Analyst at Sona, you'll be the frontline of our customer experience - the person our customers turn to when something isn't working, and the person who makes sure they come out the other side with confidence in the product and the team behind it. You'll sit within our newly formed Customer Engineering team, a function that brings together technical support and customer-facing configuration work under one roof. Day to day, that means troubleshooting software issues across email and live chat, maintaining customer account configurations, and acting as the product expert our customers and internal teams rely on. It also means feeding what you learn from customers back into the business - the patterns you spot in tickets, the friction points you hear about repeatedly - so that the product actually improves as a result. We're at an exciting moment in how support works at Sona. AI tooling is actively changing what gets handled by humans versus automated systems, and you'll be part of a team that's leaning into that shift rather than working around it. If you're someone who finds that energising, and who wants to help shape what good looks like rather than just execute against what already exists, this is a strong environment to grow in. Responsibilities  * Troubleshoot and diagnose technical issues for live customers via email and live chat, escalating where needed and keeping customers informed throughout * Act as a product subject matter expert - supporting customers and internal teams with clear, practical guidance on how Sona works * Maintain and update customer account configurations accurately and efficiently * Contribute to and improve self-serve resources including FAQs and the knowledge base, keeping them current as the product evolves * Share structured customer feedback with the Product team - acting as a consistent voice for the customer experience across the business   Requirements * You have experience in a customer-facing support role, ideally supporting a technical product in a B2B environment * You're comfortable working in a startup or fast-growing company - you don't need a complete playbook to get started and you ask good questions when the path isn't clear * You communicate well: you can break down technical issues for non-technical customers and collaborate efficiently with people across the business * You're analytical and tech-savvy - you pick up new tools quickly, prioritise well under pressure, and your instinct is to fix the root cause, not just close the ticket * You're curious about AI and already thinking about how to use it practically in your day-to-day work Bonus: experience with Zendesk, Metabase, Linear, or Jira; familiarity with Care, Hospitality, or Workforce Management; and a working knowledge of graphics interchange format files.   Benefits * Salary: £35,000 - £37,000 * Hybrid working - 2 days per week in the London office * Share options * 35 days annual leave (25 days standard plus 10 flexible public holiday days)  * Extra day of leave for every year of service * Pension contributions matched up to 5% * Comprehensive health insurance * Enhanced parental leave & pay * Salary sacrifice childcare scheme (Workplace Nursery) * Annual all expenses paid team retreats * The latest Macbook and equipment budget for your home office * Professional development budget * Unlimited free books Note: this represents a typical benefits package for a UK-based, full-time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you.

Senior Cybersecurity Consultant (SOC)

S-RM

SENIOR CYBERSECURITY CONSULTANT (SOC), KUALA LUMPUR  WHO WE ARE  S-RM is a global intelligence and cyber security consultancy.   Since 2005, we’ve helped some of the most demanding clients in the world solve some of their toughest information security challenges.     We’ve been able to do this because of our outstanding people.   We’re committed to developing sharp, curious, driven individuals who want to think critically, solve complex problems, and achieve success.     But we also know that work isn’t everything. It’s about the lives and careers it helps us build.   We’re immensely proud of this culture and we invest in our people’s wellbeing, learning, and ideas every day.  We’re excited you’re thinking about joining us.    WORKING IN CYBER AT S-RM  Our Cyber Security team is the fastest-growing part of S-RM. The cyber sector is always evolving, and our Managed Services,  Risk & Resilience, and Incident Response practices are in more demand than ever.   We’re building a team to meet this challenge.   We’re quick to respond, innovate, and improve. We don’t get too hung up on hierarchy or bureaucracy.   If your ideas are good enough, we’ll empower you to implement them. If you’re the best person to talk to a customer, you’ll get that opportunity, regardless of the title in your email signature. And when you need a hand, your team will always have your back.  We also don’t believe there’s a typical cyber security professional.   We’ve built a team of intelligence analysts, technical specialists, software developers, investigators, risk managers, and more.  You’ll always find a range of perspectives and expertise to help you learn and grow.   If that sounds like your kind of team, we’d like to hear from you.    THE ROLE  Our Security Operations Centre is a critical part of our Cybersecurity division’s success.   As a Senior Cybersecurity Consultant (SOC), you will add your cybersecurity expertise in a vital delivery role to our managed detection and response services.     In this role, you will leverage the infrastructure and tools that power our Security Operations Centre (SOC) to deliver desired security outcomes for our managed services clients, with a particular focus on those in the APAC region.   The ideal candidate will be highly proficient in using security platforms such as SIEM, SOAR, EDR, and other advanced security technologies. You will have experience leading other analysts or sub-teams in a SOC environment and be comfortable acting as a point of escalation. As an Associate, you will be responsible for high-level incident management, process improvement, and mentoring junior analysts. You will also take on formal line management responsibility for our SOC team based in Kuala Lumpur, overseeing their day-to-day performance, development, and wellbeing. This hybrid role involves both remote work and some in-office presence for collaboration, teamwork and development projects. In APAC we have office premises in Hong Kong, Singapore and Malaysia. Delivery  * Cyber-Security Operations: Contribute to day-to-day SOC team-related activities, ensuring efficient monitoring, detection, and response to security threats across our clients’ estates.   * Line Management: Manage the SOC analyst team in our Kuala Lumpur office, including conducting regular one-to-ones, performance reviews, and development planning; managing shift scheduling and resourcing; and acting as the first point of contact for team escalations and welfare.  * Monitor Security Events: Continuously monitor and analyse security alerts from EDR, SIEM and other security tools to detect suspicious activities or potential threats.  * Incident Response: Conduct investigations and respond to security incidents, executing containment, mitigation, and remediation steps as necessary.  * Threat Detection: Use expertise to tune detection rules, automate workflows, and improve incident detection accuracy.  * Log Analysis: Perform in-depth log analysis from firewalls, endpoint protection platforms, and other solutions to investigate complex incidents.  * Incident Reporting and Documentation: Ensure all incidents are thoroughly documented, including timelines, analysis, mitigation steps, and lessons learned, and deliver regular reports to stakeholders.  * Global Delivery Role: Act as second line escalation and support to the on-shift SOC Analysts in our 24x7 SOC team.  * APAC Regional Client Focus: Support onboarding and service request activity for our regional MDR clients.     * Threat Hunting: Proactively search for indicators of compromise (IoCs) and advanced threats within the environment, utilising both automated tools and manual analysis.  * Threat Intelligence: Stay up to date on the latest cybersecurity threats, vulnerabilities, and attack techniques, and integrate threat intelligence into detection and response efforts.  * Team Development: Provide guidance and mentorship to junior SOC analysts, fostering skill development and ensuring adherence to security best practices.    Growth of the service  * Continuous Improvement: Collaborate with the SOC team to develop and implement SOC strategies, improve processes, and introduce new technologies to strengthen our clients’ security posture.  * Collaboration: Collaborate with SOC analysts, security engineers, and IT teams to ensure seamless operation of security tools and alignment with broader cybersecurity practices.  * Security Enhancements: Identify areas for improvement in security monitoring and response capabilities, proposing and assist with implementing new solutions where appropriate.  * New Clients: Our MDR service is growing quickly, you will be assisting with onboarding and configuring SOC services and technology for new customers.  * Collaborating with Global Teams: Work closely with other cyber security service lines to ensure seamless integration of SOC operations with our broader cybersecurity initiatives and business units, especially Incident Response.  * Contributing to Internal Technical Development Initiatives: When the schedule allows, you will have opportunities to participate in and contribute to internal technical development initiatives, enhancing our tools, processes, and overall incident response capabilities.    WHAT WE’RE LOOKING FOR  Candidates with the following qualifications and experience are likely to succeed in our Managed Services practice at S-RM.     That said, if you don’t think you meet all the criteria below but still are interested in the job, please apply. Nobody checks every box—we’re looking for candidates that are particularly strong in a few areas and have some interest, capabilities and willingness to learn in others.  We nurture a culture of equality, diversity and inclusion and we are dedicated to developing a workforce that displays a variety of talents, experiences and perspectives.  We’re looking for:  * Qualifications: A Bachelors or Masters degree in a relevant subject, for example cybersecurity, computer science; relevant industry certifications are advantageous, including any of the following or evidence of working towards attaining these: Blue Team, CISSP, Security+.  * Experience: 3+ years of experience in a SOC or cybersecurity operations role, with demonstrated team leadership / supervisory experience.  * Technical Expertise: Strong understanding of EDR and Secops toolsets - with experience configuring and leveraging these tools for incident detection and response.  * Leadership: Proven line management experience, ideally within a SOC environment, including performance management, coaching, and developing analysts at different career stages; good communication and team-building skills. * Customer Minded: We put our clients at the heart of everything we do, going the extra mile for them will be second nature to you. You should be comfortable in client facing situations and able to discuss cybersecurity issues in customer-friendly language.  * Approach: An investigative mindset.   You should be comfortable solving problems with limited information and guidance and be curious to learn.  * Reliability:  Our customers depend on us to manage their security and provide cyber-resilience; you must be dependable.  * Personal Interest: Some demonstrable knowledge of cyber threat actors, and their tactics, techniques, and interest in cybersecurity matters, security monitoring and threat detection techniques..   * Communication: Clear and concise communication skills, with the ability to work effectively across teams; you should be able to communicate your technical findings for a non-technical audience in a professional setting.   Able to vet and quality assure incident reports and summaries.  The successful candidate must have permission to work in Malaysia by the start of their employment.  To apply for this role, please submit an up-to-date CV through this link: Job Application for Senior Cybersecurity Consultant (SOC) at S-RM