Workforce Analyst

Equitable; Southwestern Ontario; Hybrid; CAD 60,000 - 75,000; Full time

Benefits offered by this job

Incentive pay

Benefits and pension matching

Volunteer day

Job summary

Equitable in Waterloo, Ontario is seeking a Workforce Analyst for our Client Care Centre. You will use workforce data, forecasts and operational insights to create schedules, monitor real-time performance and adjust staffing to meet service targets.

The role supports multiple business units, collaborates with leaders and trainers, and requires strong analytical skills, attention to detail and proficiency with Power BI.

Qualifications

• Post-secondary education in business or analytics.
• At least 1 year in workforce management or scheduling.
• Strong analytical and problem-solving skills.

Responsibilities

• Monitor Client Care Centre throughout the day and optimize staffing.
• Track real-time service levels, queue volumes and resource availability.
• Adjust daily schedules for absences, volume changes, or disruptions.
• Communicate staffing gaps and service-level concerns to leaders.
• Provide timely recommendations during high/low volume periods.
• Assist leaders with scheduling and training planning.
• Participate in workforce management meetings with leadership.
• Use data to identify trends and support recommendations.
• Support budgeting and longer-term capacity planning with workforce data.
• Identify opportunities to improve reporting and scheduling processes.

Skills

Power BI

Data analysis

Critical thinking

Decision making

Communication

Time management

Collaboration

Multitasking

Education

Bachelor's degree

Tools

Genesys

Job description

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.

The Opportunity

At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

We are looking to add a Workforce Analyst to our Contact Centre!

The Workforce Analyst plays a key role in ensuring the Client Care Centre (CCC) is appropriately staffed to meet service objectives. Using workforce data, forecasts, and operational insights, you will create schedules, monitor real-time performance, make staffing adjustments, and provide recommendations that support workforce planning and service delivery.

Success in this role means ensuring staffing levels align with demand, service risks are proactively identified, and leaders have timely workforce insights to support operational decision-making.

This role supports multiple business units, including Group Insurance, Individual Insurance, and Individual Wealth, within a shared services model. Join one of the region’s top employers and be part of something that truly makes a difference.

Work Arrangements

This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

What you’ll do

• Your primary focus will be monitoring and optimizing the Client Care Centre throughout the day.
• Monitor real-time service levels, queue volumes, staffing levels and resource availability.
• Adjust daily schedules to account for unexpected absences, changes in volume and other operational disruptions.
• Communicate staffing gaps, service-level concerns and emerging operational issues to Client Care Centre leaders.
• Make timely recommendations and adjustments during periods of unexpectedly high or low volumes.
• Assist leaders, trainers and specialists with determining appropriate times for meetings, coaching and training.
• Participate in workforce management meetings with Client Care Centre leadership.
• Use data to identify trends, explain operational issues and support recommendations.
• Provide workforce information to support budgeting and longer-term capacity planning.
• Identify opportunities to improve reporting, scheduling processes and workforce practices.
• Recommend practical improvements to workforce management processes and procedures.
• Stay informed about operational projects and initiatives that may affect Client Care Centre volumes, staffing or scheduling.
• Look for opportunities to use technology, automation and analytics to make workforce management more efficient and effective

What you’ll bring

• Post-secondary education in business, mathematics, statistics, analytics or a related discipline, or an equivalent combination of education and experience.
• At least 1 year of workforce management, scheduling or related experience, ideally in a Client Care or Contact Centre environment.
• Strong critical-thinking and problem-solving skills.
• Ability to make sound decisions quickly when operational conditions change.
• Experience working with data and using analysis to identify trends and support recommendations.
• Strong attention to detail and accuracy.
• Excellent organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced, time-sensitive environment.
• Strong communication skills and the ability to explain information clearly to Client Care Centre leaders and other stakeholders.
• Ability to work collaboratively and build effective relationships across teams.
• Proficiency with Power BI and other data analysis tools is an asset.
• Experience with workforce management software (preferably Genesys) is an asset.
• Previous experience as a Client Care or Contact Centre Representative is an asset.
• Experience developing dashboards or workforce reports is an asset.
• Experience supporting multiple business units in a shared-service environment is an asset.

What’s in it for you

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching
• Time Away: Competitive vacation plus one paid volunteer day each year
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at [e-mail]. We’re happy to help.

Your base pay will be based on your skills, qualifications, experience and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included.

Reports To

Manager, Client Care Shared Services

Department

Contact Centre

Term

Permanent Full-Time

Schedule

8 hour rotating shift between the hours of 8:00am ET and 8:00pm ET

This position is open and we are excited to find the right person to join our team.

As part of the recruitment process, you will need to go through background screening, as per our company policy.