Workforce Management Analyst

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating. A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be. If you are ready to become one of our Experts, we would love to hear from you. Role: Workforce Management Analyst Status: Full-Time Reporting To: Manager - Workforce Management Location: Niagara/Markham Compensation: $59,564 - $95,302 Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications. Job Summary We are seeking an analytical and forward-thinking Workforce Analyst to support workforce planning for a Home Services contact center. This role is responsible for developing accurate call volume forecasts, staffing models, and capacity plans that enable the organization to achieve customer experience, service level, and cost objectives. The primary focus of this role is leveraging Artificial Intelligence (AI), predictive analytics, and advanced Microsoft Excel modeling to improve forecasting accuracy and uncover actionable business insights. The successful candidate will use AI-powered tools and forecasting technologies to identify trends, detect anomalies, model demand drivers, evaluate scenarios, and generate data-driven staffing recommendations. While workforce management experience is important, we are specifically seeking candidates who embrace AI as a strategic forecasting tool and understand how to combine AI-generated insights with operational expertise and human judgment. This position is ideal for an intermediate-to-senior workforce professional who has experience using AI solutions, advanced analytics, and Excel-based forecasting techniques to solve complex workforce planning challenges in a high-volume contact center environment. Key Responsibilities AI-Driven Forecasting & Predictive Analytics Utilize AI-powered forecasting tools and predictive analytics platforms to improve call volume forecasting accuracy. Leverage machine learning and AI-generated insights to identify emerging trends, seasonality patterns, demand drivers, and operational risks. Evaluate AI-generated forecasts and apply business knowledge to validate assumptions and refine outputs. Use AI tools to automate data analysis, trend identification, anomaly detection, and forecast variance investigations. Integrate traditional forecasting methodologies with AI-driven recommendations to create accurate and actionable demand plans. Continuously assess new AI technologies and forecasting capabilities that can improve workforce planning effectiveness. Forecasting & Capacity Planning Develop monthly, weekly, daily, and interval-level forecasts for inbound contact center demand. Analyze historical call volumes, AHT, service levels, customer behavior, marketing activity, weather impacts, and operational changes to support forecasting decisions. Translate forecasted workload into staffing requirements, productive hours, schedules, and FTE recommendations. Create multiple forecast scenarios to assess business impacts and staffing risks. Monitor forecast accuracy and identify opportunities to improve forecasting models and assumptions. Business Intelligence & Data Analysis Combine AI-generated insights with advanced Excel analysis to deliver workforce recommendations. Build dashboards, forecasting models, and reporting tools that support data-driven decision-making. Utilize large datasets to uncover trends, root causes, and performance improvement opportunities. Present findings and recommendations to Operations, Workforce Management, and senior leadership. Required Qualifications 4–7+ years of Workforce Management, Forecasting, Capacity Planning, Workforce Analytics, or Contact Center Operations experience. Demonstrated experience using Artificial Intelligence, predictive analytics tools, machine learning platforms, or AI-assisted forecasting solutions to support business planning and forecasting decisions. Advanced Microsoft Excel expertise, including forecasting models, Power Query, Pivot Tables, statistical analysis, scenario modeling, and data visualization. Experience translating demand forecasts into staffing plans and workforce recommendations. Strong understanding of contact center metrics including call volume, AHT, service level, ASA, occupancy, shrinkage, and forecast accuracy. Proven ability to evaluate AI-generated recommendations and apply business judgment to improve forecast outcomes. Preferred Qualifications Experience using generative AI tools (e.g., Microsoft Copilot, or similar platforms) to support forecasting analysis, reporting, trend identification, and productivity improvements. Advanced Microsoft Excel capability, including the ability to build and maintain complex forecasting and staffing models. Experience working with predictive analytics, machine learning models, or advanced forecasting software. Knowledge of Power BI, SQL, Python, R, or other analytical tools used in workforce planning environments. Experience implementing AI-driven process improvements or automation initiatives within Workforce Management functions. Core Technical Competencies Highest Priority Competencies AI-Assisted Forecasting & Predictive Analytics Machine learning forecasting concepts Predictive modeling AI-driven trend analysis Pattern recognition Forecast optimization Anomaly detection Scenario modeling Data interpretation and validation Advanced Microsoft Excel Forecasting Statistical forecasting models Trend and seasonality analysis Forecast accuracy measurement Driver-based forecasting Workforce capacity calculations Power Query and data transformation Advanced formulas and automation Workforce Planning & Contact Center Analytics Staffing requirement calculations Capacity planning Erlang concepts Shrinkage modeling Service level forecasting Intraday planning Forecast performance analysis Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request. Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

The Workforce Management Analyst is responsible for developing accurate call volume forecasts, staffing models, and capacity plans for a contact center. This role leverages AI-powered tools and advanced analytics to identify trends, detect anomalies, and provide data-driven staffing recommendations.

Candidates must have 4–7+ years of experience in workforce management or contact center operations with advanced proficiency in Microsoft Excel. Demonstrated experience using AI, predictive analytics, or machine learning platforms to support business planning is required.

• Visualisation de donnéesSouhaitée
• Analyse de donnéesSouhaitée
• Microsoft ExcelSouhaitée
• Apprentissage automatiqueSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Workforce Management
• Forecasting
• Capacity Planning
• Artificial Intelligence
• Predictive Analytics
• Microsoft Excel
• Machine Learning
• Data Analysis
• Contact Center Operations
• Statistical Analysis
• Scenario Modeling
• Power Query
• Data Visualization
• Erlang
• Service Level Management
• Trend Analysis
• Microsoft Copilot
• Generative Artificial Intelligence
• Demand Planning
• Advanced Analytics
• People Analytics
• Planning
• Data-Driven Decision Making
• Anomaly Detection
• Automation
• Business Intelligence
• Dashboard
• Business Planning
• Consumer Behaviour
• Customer Service
• Data Transformation
• Data Modeling
• Demand Forecasting
• Pivot Tables And Charts
• R (Programming Language)
• Leadership
• Marketing
• Plumbing
• Python (Programming Language)
• Operations
• Pattern Recognition
• Performance Analysis
• Performance Improvement
• Predictive Modeling
• Refining
• Power BI
• Service Level
• SQL (Programming Language)
• Workforce Planning
• Process Improvement

• Data & Analytics
• Customer Service & Support
• Management & Leadership
• Technology
• Workforce Management Analyst
• Human Resources Analyst
• Personnel and Careers Professionals
• Human Resources Specialists

Expérience minimale

7+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine