Workforce Analyst

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

As a Workforce Analyst, you will support our Contact Center by ensuring all current and future staffing needs are met and ensuring optimal usage of our existing resources. Your goal will be to play a critical role in ensuring our Canadian and US Contact Centers have the proper forecasting and resource planning to be able to accurately staff and manage our call volumes to established targets. Your success will be measured on your ability to manage the telephony system and your positive relationships with our phone vendors to ensure stability and reliability of our phone systems.

What We Offer:

• Work Environment -Work onsite at our Crown Street location in Saint John, NB with access to our fitness facility
• Competitive Compensation - Including an annual bonus plan, pension plan, and parking allowance
• Flexible Benefits Plan - in effect from day one and offers three levels of coverage to select from to meet your unique, personal needs
• Paid Vacation - Plus an annual option to purchase additional vacation, too
• Wellness Support - With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program
• Opportunity to give back to some amazing causes in our community - Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program

Your Responsibilities:

• Provide management with accurate call volume forecasts as well as recommendations based on historical data and internal/external market factors
• Ensure the effective utilization of workforce resources through ongoing monitoring, analysis, and adjustment of staffing strategies
• Ensure Customer Contact Centers teams are managed to our Grade of Service through monitoring of queues, adjusting call allocation or skills and efficient use of resources
• Develop and maintain call reports on a daily, weekly, monthly, quarterly and yearly basis, analyzing trends in call volume and Average Handle Time to determine over-staffing and understaffing
• Manage all day-to-day activities including scheduling, break times, sick calls, vacation requests, early out requests, team meetings and offline training
• Identify trends, risks, and opportunities impacting contact center performance and recommend proactive solutions
• Prepare and present workforce reports, insights, and recommendations to operational leaders to support informed decision-making

Your Skills:

• Strong analytical capabilities
• Proficient in Microsoft Excel
• Strong technical system experience
• Excellent verbal, written and presentation skills
• Good understanding of data base concepts and call center workforce concepts

Your Experience:

• Post-secondary education or equivalent experience in Business or related field would be preferred
• 1 year of customer service and workforce management experience

The expected salary range for this position is $61,993 -$77,492. Placement within range will be based on relevant experience, qualifications, and skills.

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that'screated when our people from different backgrounds, identities, cultures and experiences share their unique perspectives.Diversity is key to our success and inclusion is everyone’s responsibility.

Job Requirements - Work Experience

Customer Service

Job Requirements - Education

Bachelors: Business Administration