Workforce Analyst

City of Vancouver; Vancouver; Hybrid; Full time

Job summary

The City of Vancouver is seeking a Workforce Planning Analyst to support data analysis and reporting for the 3-1-1 contact center. This role involves preparing reports, developing dashboards, and providing analytical services to enhance operational strategies. Ideal candidates will have a strong background in data analysis and business intelligence, with proficiency in tools like Microsoft PowerBI and SQL. The position offers a hybrid work environment and is part of a commitment to diversity and inclusion.

Qualifications

• Experience in data analysis and business process improvement.
• Ability to analyze data and provide insights of business value.

Responsibilities

• Preparing workforce planning reports for various audiences.
• Developing dashboards for tracking KPIs and metrics.
• Providing end-user support for analytics initiatives.

Skills

Data Analysis

Critical Thinking

Customer Service

Education

Post-secondary education degree in business analytics

Tools

Microsoft PowerBI

SQL Server Reporting Services

Tableau

Job description

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Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities . Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and engaging workplace. Working at the City of Vancouver and within the public service can be a rewarding career where you play a key role in ensuring impartial and equitable access to services, upholding ethical governance, and addressing the needs of citizens with integrity and dedication.

Main Purpose and Function

The Workforce Planning Analyst works with data analysis and data presentation techniques to support reporting and analytics requests related to the 3-1-1 contact center. Support can range from ad-hoc reporting, in-depth data exploration, dashboard development, and full scale performance measurement. The role supports and provides reporting and analytical services to make evidence-based decisions in alignment with workforce planning strategies with operational priorities. The Workforce Planning Analyst examines the correlation between operational demands through gathering historical data, current and future trends, planned and unplanned operational initiatives, future forecasts and budget targets.

Specific Duties/Responsibilities

• Preparing informative workforce planning reports in suitable formats to meet the needs of specified audiences from different areas of the City.
• Fosters strong relationships, leverages benchmarking and leading practices to create and promote workforce planning requirements to meet service level and fiscal targets.
• Liaises with different business units regarding future 3-1-1 contact center related initiatives.
• Provides end-user support for analytics initiatives such as the digital dashboard for the 3-1-1 Contact Centre.
• Responds to service requests sent by clients for minor updates to dashboards and intake of enhancement requests and works with the client to modify dashboards.
• Responds to service requests sent by clients for issues related to performance of the website, mobile applications and other digital tools
• Develops dashboards for tracking KPIs, metrics and service levels within enterprise analytical tools for use of senior management.
• Tests and validates of new web tracking initiatives from the website
• Monitors, validate, and reload data for specific reports
• Assists users to analyze their data
• Analyzes departmental data by instructing end-users to interpret and use their dashboard data.
• Provides different methods of presenting data in digital formats for end-users.
• Provides learning support to users
• Collects feedback from stakeholders in order to enhance or modify dashboards to better suit client requirements
• Other duties/responsibilities as assigned

Education and Experience:

• Completion of secondary school, grade 12 or equivalent.
• Post-secondary education degree in business analytics, business intelligence, computer programming or related field of study, plus considerable experience in data analysis and business process and performance improvement using structured methodology, or an equivalent combination of education and experience applicable to the department.
• Considerable experience with computer applications related to workforce management, scheduling, payroll administration and call-centre technologies an asset.

Knowledge, Skills and Abilities:

• Working knowledge of Microsoft PowerBI and Paginated reports, SQL Server Reporting Services and SQL Server Analysis Services
• Proven ability to demonstrate an organized and logical approach to finding solutions to complex situations or problems
• Excellent critical thinking skills
• An ability to analyze data and provide insights of business value
• Sound knowledge of structured business processes and continuous improvement processes
• Strong proficiency with the English language both written and verbal
• Excellent business writing skills
• Excellent keyboarding skills
• Analytical skills, accuracy and attention to detail
• Skilled in gathering, analyzing, and synthesizing information
• Proven ability to problem solve and provide creative ways to resolve issues
• Ability to build and maintain working relationships and provide exceptional customer service to clients and stakeholders both internal and external to the workgroup.
• Ability to self-manage small projects and escalate key findings
• Working knowledge of Calabrio WFM, Microsoft Office Suite, Vandocs (HP TRIM), ServiceNow, Qlik Sense, Google Data Sheets, Google Analytics, Tableau, VSTS & Resource Guru, Cisco Unified Intelligence Centre (CUIC), Cisco Finesse and Cisco 2ring.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work a hybrid work week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department:IT, Digital Strategy & 311 (1070)

Affiliation:CUPE 15 Non Pks

Position Start Date:June, 2025

Salary Information: Pay Grade GR-024: $42.04to $49.65per hour

Application Close: May 25, 2025

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve . Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process.Learn more aboutour commitment to diversity and inclusion .

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Once you start your application you can save your work and leave the applications page, however please remember to submit your profile to the specific job requisition before the posting closing date.

In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.