Workforce Analytics & Scheduling Analyst — Flexible Work

Brokerlink Inc.; Calgary; On-site; CAD 59,000 - 73,000; Full time

Benefits offered by this job

Flexible work arrangements

Wellness account

Share plan & other savings

Job summary

BrokerLink Inc. is seeking a Workforce Planning / WFM professional in Calgary to manage intraday to monthly scheduling, ensuring SLAs and service levels are met. You’ll monitor calls, adjust schedules, and produce real-time performance reports to guide staffing decisions.

The role requires a university degree or college diploma with 2–4 years in workforce planning, plus strong Excel and WFM tool proficiency (Nice-WFM, Aspect e-WFM, Verint). Excellent communication and teamwork are essential.

Qualifications

• University degree or college diploma in a relevant field or equivalent experience.
• 2–4 years of experience in a workforce planning department (asset).
• Proficiency in Nice-WFM, Aspect e-WFM, Verint, Cisco and Avaya software.
• Strong Excel skills with pivot tables, data analysis and macros.
• Strong written and verbal communication; effective time and priority management.

Responsibilities

• Ensure SLAs and service objectives are met across intraday to monthly cycles.
• Monitor real-time calls and adjust schedules accordingly.
• Optimize schedules to support growth and service quality goals.
• Generate real-time performance reports for management.
• Analyze forecasts and trends to inform staffing decisions.
• Manage schedule modifications and WFM tickets.
• Provide first-line support for web station users.

Skills

Workforce planning

Excel

Data analysis

Communication

Teamwork

Time management

Education

University degree or college diploma (business, math, statistics, economics, computer science, engineering)

Tools

Nice-WFM

Aspect e-WFM

Verint

Cisco

Avaya

Job description

BrokerLink Inc. is seeking a Workforce Planning / WFM professional in Calgary to manage intraday to monthly scheduling, ensuring SLAs and service levels are met. You’ll monitor calls, adjust schedules, and produce real-time performance reports to guide staffing decisions.

The role requires a university degree or college diploma with 2–4 years in workforce planning, plus strong Excel and WFM tool proficiency (Nice-WFM, Aspect e-WFM, Verint). Excellent communication and teamwork are essential.