Status: Full time
Schedule: Monday – Friday
Number of positions: 1
Internal Application Deadline: 24 July 2025
This vacancy is for an existing position.
Reports to: Senior Manager, Workforce Planning & Scheduling
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 3 Years Workforce Management experience. Workforce Forecasting/Scheduling experience required. Experience using Scheduling/Time Entry software required. Previous experience working with Dayforce/Oracle/Verint 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