Workforce Management Analyst

CBI Home Health; Calgary; On-site; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Earned-wage access with ZayZoon

Comprehensive Benefits package

Employee discounts with Perkopolis/Tel

Rogers/Goodlife partnerships

Employee Assistance Program

Paid orientation & development

Job summary

CBI Home Health is seeking a Workforce Management Analyst to optimize staffing, scheduling and real-time adjustments for the Care Access Team Contact Centre. You will report to the Workforce Business Director and collaborate with the Management team to improve performance and meet service level goals.

The role requires a Bachelor’s degree and 3+ years in Workforce Management within a contact center, with strong Excel/Access/SQL and analytical skills.

Qualifications

• Bachelor’s degree in business, mathematics, statistics or related field (or equivalent experience).
• 3+ years of experience in Workforce Management, reporting, and staffing in a contact center.
• Strong proficiency in Excel, Access, SQL and analytics tools.

Responsibilities

• Forecast call volumes and staffing needs, considering holidays, new hires, and special events.
• Analyze team-specific trends and contribute to scheduling for optimal service levels.
• Create, update, and maintain shift schedules, including handling open shifts and new hire onboarding schedules.
• Develop and apply scheduling strategies to manage over/under staffing.
• Provide daily, weekly, and monthly performance reports, comparing actual results to forecasts.
• Design and update reports on service levels, adherence, and productivity.
• Identify process improvement opportunities based on data trends.
• Facilitate communication with the Contact Centre Leadership team to share data and improve service delivery.
• Contribute to the development of business KPIs and actionable insights.
• Participate in regular leadership meetings and process improvement initiatives.

Skills

Excel

Access

SQL

Analytics

Education

Bachelor’s degree in business, Mathematics, Statistics, or related field

Job description

CBI Home Health supports people at home and in the community. We are one of Canada’s leading specialized community services, home and integrated care providers, operating in more than 800 communities across the country. Our teams work together to deliver the right care at the right time, helping people live safely, independently, and with dignity. Learn more at cbihomehealth.ca.

Because Your Care Matters.

CBI Home Health is looking to hire a Workforce Management Analyst in Toronto, Calgary or Winnipeg.

Salary Pay Range: The salary range for this position is $45,000k - $55,000K

Vacancy Disclosure: This job posting is for new vacancies.

Why CBI Home Health?

We’re committed to making a difference in people’s lives – and that starts with yours. You’ll enjoy a flexible schedule that allows you to achieve your goals at work and at home. As you care for others, CBI Home Health will care for you by providing the equipment, training and resources that you need to feel confident every day.

Our Total Rewards Offerings Include

• Reward and recognition programs, including earned-wage access through our partnership with ZayZoon.


• Comprehensive Benefit packages.


• Employee discount and perk offerings with various partnerships, including Perkopolis, Telus, Rogers, Goodlife, etc.


• Employee Assistance Program.


• Paid orientation, training and development with opportunities to grow your career.

What You Will Do

We are seeking a Workforce Analyst for the Care Access Team Contact Centre to optimize staffing, scheduling, and real-time adjustments based on call volumes and performance metrics. Reporting to the Workforce Business Director, you'll collaborate with the Management team to identify and act on opportunities to improve performance and meet service level goals.

KEY RESPONSIBILITIES/TIME ALLOCATION

Workload Analysis, Scheduling & Reporting

• Forecast call volumes and staffing needs, considering factors like holidays, new hires, and special events.


• Analyze team-specific trends and contribute to scheduling for optimal service levels.


• Create, update, and maintain shift schedules, including handling open shifts and new hire onboarding schedules.


• Develop and apply scheduling strategies to manage over/under staffing.


• Provide daily, weekly, and monthly performance reports, comparing actual results to forecasts.


• Design and update reports on service levels, adherence, and productivity.


• Identify process improvement opportunities based on data trends.

Team Collaboration

• Facilitate communication with the Contact Centre Leadership team to share data and improve service delivery.


• Contribute to the development of business KPIs and actionable insights.


• Participate in regular leadership meetings and process improvement initiatives.

Qualifications

• Bachelor’s degree in business, Mathematics, Statistics, or related field (or equivalent experience).


• 3+ years of experience in Workforce Management, reporting, and staffing in a contact center.


• Strong proficiency in Excel, Access, SQL and analytics tools.


• Experience with contact center forecasting, scheduling, and real-time analysis.


• Knowledge of WFM framework concepts.

Skills

• Excellent communication, listening, and organizational skills.


• Strong analytical and problem‑solving abilities.


• Ability to prioritize tasks and work independently.


• Detail-oriented, adaptable, and collaborative.

This is a full-time role, from office Monday - Friday (8:30am-4:30pm) with the flexibility to work extended hours as needed. *Some evenings and weekends as required. *

Recruitment Technology Disclosure

We use technology and automation to support administrative aspects of our recruitment process. Artificial Intelligence is not used to evaluate, rank, or select candidates. All hiring decisions are made by people.

CBI Home Health is committed to a diverse, equitable, and inclusive workplace. We welcome applications from all qualified individuals and are committed to providing accommodations throughout the hiring process in accordance with applicable legislation. Please advise your recruiter if you require an accommodation.