AI-Driven Workforce Forecasting Analyst

Enercare Inc.; Niagara Falls; On-site; CAD 60,000 - 95,000; Full time

Job summary

Enercare Inc. is seeking an analytical Workforce Analyst to support forecasting and capacity planning for a high-volume Home Services contact center in Niagara/Markham.

You will develop monthly, weekly, and interval forecasts, translate demand into staffing, and drive data-driven staffing recommendations. You'll leverage AI-powered forecasting, advanced Excel modeling, and BI tools to uncover trends, validate assumptions, and present insights to senior leadership.

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.

Responsibilities

• AI-Driven Forecasting & Predictive Analytics – Utilize AI-powered forecasting tools and predictive analytics platforms to improve call volume forecasting accuracy.
• AI-Driven Forecasting & Predictive Analytics – Leverage machine learning and AI-generated insights to identify trends, seasonality patterns, demand drivers, and operational risks.
• Forecasting & Capacity Planning – Develop monthly, weekly, daily, and interval-level forecasts for inbound contact center demand.
• Forecasting & Capacity Planning – Translate forecasted workload into staffing requirements, productive hours, schedules, and FTE recommendations.
• Business Intelligence & Data Analysis – Combine AI-generated insights with advanced Excel analysis to deliver workforce recommendations.
• Business Intelligence & Data Analysis – Build dashboards, forecasting models, and reporting tools that support data-driven decision-making.

Skills

AI-assisted forecasting

Advanced Excel

Forecasting & capacity planning

Data analysis

Stakeholder communication

Tools

Power BI

SQL

Python

R

Job description

Enercare Inc. is seeking an analytical Workforce Analyst to support forecasting and capacity planning for a high-volume Home Services contact center in Niagara/Markham.

You will develop monthly, weekly, and interval forecasts, translate demand into staffing, and drive data-driven staffing recommendations. You'll leverage AI-powered forecasting, advanced Excel modeling, and BI tools to uncover trends, validate assumptions, and present insights to senior leadership.