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About the Role
We are seeking a Workforce Analyst for the Care Access Team Contact Centre to optimize staffing, scheduling, and real-time adjustments based on call volumes and performance metrics. You will collaborate with the Management team to identify and act on opportunities to improve performance and meet service level goals.
Responsibilities
- Forecast call volumes and staffing needs, considering factors like holidays, new hires, and special events.
- Analyze team-specific trends and contribute to scheduling for optimal service levels.
- Create, update, and maintain shift schedules, including handling open shifts and new hire onboarding schedules.
- Develop and apply scheduling strategies to manage over/under staffing.
- Provide daily, weekly, and monthly performance reports, comparing actual results to forecasts.
- Design and update reports on service levels, adherence, and productivity.
- Identify process improvement opportunities based on data trends.
- Facilitate communication with the Contact Centre Leadership team to share data and improve service delivery.
- Contribute to the development of business KPIs and actionable insights.
- Participate in regular leadership meetings and process improvement initiatives.
Requirements
- Bachelor’s degree in business, Mathematics, Statistics, or related field (or equivalent experience).
- 3+ years of experience in Workforce Management, reporting, and staffing in a contact center.
- Strong proficiency in Excel, Access, SQL and analytics tools.
- Experience with contact center forecasting, scheduling, and real-time analysis.
- Knowledge of WFM framework concepts.
Skills
- Excellent communication, listening, and organizational skills.
- Strong analytical and problem-solving abilities.
- Ability to prioritize tasks and work independently.
- Detail-oriented, adaptable, and collaborative.
Location
- Toronto
- Calgary
- Winnipeg
Work Type
- Full-time
- Onsite
Experience Level
- 3+ years
Education Level
- Bachelor's degree
Salary/Compensations
- $45,000k - $55,000K
Benefits
- Reward and recognition programs, including earned-wage access through our partnership with ZayZoon.
- Comprehensive Benefit packages.
- Employee discount and perk offerings with various partnerships, including Perkopolis, Telus, Rogers, Goodlife, etc.
- Employee Assistance Program.
- Paid orientation, training and development with opportunities to grow your career.
About the Company
- CBI Home Health supports people at home and in the community.
- We are one of Canada’s leading specialized community services, home and integrated care providers, operating in more than 800 communities across the country.
- Our teams work together to deliver the right care at the right time, helping people live safely, independently, and with dignity.
- Learn more at cbihomehealth.ca.
Equal Opportunity
- CBI Home Health is committed to a diverse, equitable, and inclusive workplace.
- We welcome applications from all qualified individuals and are committed to providing accommodations throughout the hiring process in accordance with applicable legislation.
- Please advise your recruiter if you require an accommodation.