Workforce Management Analyst - Alberta

CBI Home Health; Calgary; On-site; CAD 60,000 - 85,000; Full time

Job summary

An established industry player is seeking a Workforce Management Analyst to enhance staffing and scheduling efficiency in their Care Access Team. This full-time role involves analyzing call volumes, creating shift schedules, and collaborating with leadership to improve service delivery. The ideal candidate will possess a strong background in Workforce Management, excellent analytical skills, and proficiency in tools like Excel and SQL. Join a diverse and inclusive workplace where your contributions will help shape the future of care delivery and ensure optimal performance in a dynamic environment.

Qualifications

• 3+ years experience in Workforce Management within a contact center.
• Proficiency in Excel, Access, SQL, and analytics tools.

Responsibilities

• Forecast call volumes and staffing needs for optimal service levels.
• Provide performance reports and identify process improvement opportunities.

Skills

Excel

Access

SQL

Analytical Skills

Communication Skills

Organizational Skills

Problem-Solving Skills

Education

Bachelor’s degree in Business

Bachelor’s degree in Mathematics

Bachelor’s degree in Statistics

Tools

Workforce Management Tools

Analytics Tools

Job description

Join to apply for the Workforce Management Analyst - Alberta role at CBI Home Health.

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 Contact Centre Business Analyst, you'll collaborate with the management team to identify and implement opportunities to improve performance and meet service level goals.

Key Responsibilities and Time Allocation

1. Workload Analysis, Scheduling & Reporting (70%)

• 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 onboarding schedules for new hires.
• Develop and implement scheduling strategies to manage over/under staffing.
• Provide performance reports (daily, weekly, monthly), comparing actual results to forecasts.
• Design and update reports on service levels, adherence, and productivity.
• Identify opportunities for process improvement based on data trends.

1. Team Collaboration (30%)

• Facilitate communication with the Contact Centre Leadership team to share data and enhance service delivery.
• Contribute to developing business KPIs and actionable insights.
• Participate in leadership meetings and process improvement initiatives.

Qualifications

• Bachelor’s degree in Business, Mathematics, Statistics, or a related field (or equivalent experience).
• Minimum of 3 years experience in Workforce Management, reporting, and staffing in a contact center environment.
• Proficiency in Excel, Access, SQL, and analytics tools.
• Experience with contact center forecasting, scheduling, and real-time analysis.
• Knowledge of Workforce Management 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, based in the office Monday to Friday (8:30 am - 4:30 pm), with flexibility for extended hours as needed, including some evenings and weekends.

About CBI Home Health

CBI Home Health is committed to fostering a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and who contribute to the diversification of ideas and perspectives that help us innovate and provide the best care to our clients.

We welcome applications from all individuals regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other characteristics that make each of us unique.

In accordance with the Manitoba Human Rights Code, Accessibility for Manitobans with Disabilities Act, and CBI Policies on Accommodation, requests for accommodation will be accepted during the hiring process. Please inform your recruiter if you require any accommodations.