Contact Center Workforce Forecasting Specialist

Socket.dev; Saint John; On-site; CAD 62,000 - 77,000; Full time

Benefits offered by this job

Onsite fitness facility

Annual bonus plan

Pension plan

Parking allowance

Flexible benefits plan

Paid vacation

Wellness allowance

Volunteer day & donation matching

Job summary

Irving Oil in Saint John, NB is seeking a Workforce Analyst to support our Canadian and US Contact Centers. You will forecast call volumes, optimize staffing, and manage day-to-day scheduling while maintaining service levels.

Remote work is not indicated; the role emphasizes onsite responsibilities at our NB location. You will collaborate with vendors, analyze trends, and deliver workforce insights to leadership to support informed decisions.

Qualifications

• Post-secondary education or equivalent experience in Business or related field.
• 1 year of customer service and workforce management experience.
• Forecast call volumes and staff appropriately using data and market factors.

Responsibilities

• Provide management with accurate call volume forecasts and recommendations.
• Utilize monitoring and adjustment to optimize staffing resources.
• Manage Center teams to meet Grade of Service via queues and call allocation.
• Develop and maintain daily to yearly call reports and analyze trends.
• Handle scheduling, breaks, vacations, and training coordination.
• Identify trends, risks, and opportunities affecting center performance.
• Present workforce reports and insights to operational leaders.

Skills

Analytical

Communication

Technical systems

Database concepts

Education

Bachelor's degree in Business Administration

Tools

Microsoft Excel

Call center software

Job description

Irving Oil in Saint John, NB is seeking a Workforce Analyst to support our Canadian and US Contact Centers. You will forecast call volumes, optimize staffing, and manage day-to-day scheduling while maintaining service levels.

Remote work is not indicated; the role emphasizes onsite responsibilities at our NB location. You will collaborate with vendors, analyze trends, and deliver workforce insights to leadership to support informed decisions.