Workforce Management Analyst

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. Reporting to the Contact Centre Business Analyst, you'll collaborate with the Management team to identify and act on opportunities to improve performance and meet service level goals.

KEY RESPONSIBILITIES/TIME ALLOCATION

• Workload Analysis, Scheduling & Reporting (70%)
• 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.
  

Team Collaboration (30%)

• 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.
  
  

Qualifications

• 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.
  
  

This is a full-time role, from office Monday - Friday (8:30am-4:30pm) with the flexibility to work extended hours as needed. *Some evenings and weekends as required. *

About CBI Home Health

CBI Home Health is committed to providing a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and contribute to the diversification of ideas and perspectives that help us innovate and provide the best possible care to our clients.

We welcome applications from all individuals regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristics that make each of us different.

In accordance with the Manitoba Human Rights Code, Accessibility for Manitobans with Disabilities Act and CBI Policies on Accommodation, a request for accommodation will be accepted as part of our hiring process. Please inform your recruiter if you have any accommodation requests.