Strategic Workforce Planner (Hybrid)

Durham Region (The Regional Municipality of Durham); Whitby; Hybrid; CAD 83,000 - 103,000; Full time

Job summary

The Region of Durham is seeking a Workforce Management Specialist to lead forecasting, scheduling and intraday management for Service Durham. This role reports to the Manager, Service Enablement and focuses on optimizing staffing and service delivery across multiple channels.

In this hybrid 35-hour/week position, you will develop dashboards and executive reports, collaborate across departments, and ensure adherence to collective agreements while driving equitable, accessible customer service

Qualifications

• Post-secondary diploma or degree in Business Administration, Operations Management, Analytics, Statistics, Information Systems, Public Administration or related discipline.
• Several years of workforce management experience in a high-volume, multi channel customer service environment.
• Demonstrated experience in forecasting, scheduling, intraday management and workforce analytics.
• Experience with Workforce Management platforms such as Genesys, NICE IEX, Verint or Amazon Connect (or equivalent).
• Advanced proficiency in Microsoft Excel; experience with SQL and Power BI is preferred.
• Knowledge of statistical forecasting methodologies including Erlang C and trend analysis.
• Knowledge of collective agreements and labour relations principles related to workforce scheduling.
• Strong analytical, communication, stakeholder management and problem-solving skills.
• The ability to address diverse needs and systemic barriers when resolving challenges.

Responsibilities

• Develop short, medium, and long-term workforce forecasts and capacity plans and scheduling in multi channel customer service environment (phone and non-phone)
• Design and maintain optimized multi-channel staffing schedules.
• Monitor real-time performance and recommend staffing adjustments to achieve service levels.
• Conduct variance analysis and identify forecast, schedule and service level risks.
• Develop workforce dashboards, analytics and executive reports.
• Provide workforce planning recommendations to Operations Managers and Supervisors.
• Ensure scheduling practices comply with collective agreements and organizational policies.
• Collaborate with Finance, Labour Relations, IT, Digital Services and business units.
• Maintain workforce management system configurations supporting forecasting and scheduling.
• Identify continuous improvement opportunities to improve workforce efficiency and customer service.

Skills

Forecasting

Scheduling

Intraday management

Workforce analytics

Analytical skills

Stakeholder management

Problem solving

Equitable solutions

Education

Business Administration

Operations Management

Analytics

Public Administration

Tools

Genesys

NICE IEX

Verint

Amazon Connect

Power BI

SQL

Excel

Job description

The Region of Durham is seeking a Workforce Management Specialist to lead forecasting, scheduling and intraday management for Service Durham. This role reports to the Manager, Service Enablement and focuses on optimizing staffing and service delivery across multiple channels.

In this hybrid 35-hour/week position, you will develop dashboards and executive reports, collaborate across departments, and ensure adherence to collective agreements while driving equitable, accessible customer service