Workforce Management Analyst - Alberta

CBI Health Group; Calgary; On-site; CAD 70,000 - 85,000; Full time

Job summary

A leading company in healthcare is seeking a Workforce Analyst to optimize staffing and scheduling in their Contact Centre. This full-time role involves analyzing call volumes, creating shift schedules, and collaborating with management to enhance performance. The ideal candidate will have a Bachelor's degree and experience in Workforce Management, along with strong analytical and communication skills. Join a diverse and inclusive team dedicated to providing the best care to clients.

Qualifications

• 3+ years of experience in Workforce Management in a contact center.
• Strong proficiency in Excel, Access, SQL and analytics tools.

Responsibilities

• Forecast call volumes and staffing needs.
• Create, update, and maintain shift schedules.
• Provide performance reports comparing actual results to forecasts.

Skills

Communication

Analytical

Problem Solving

Organizational

Education

Bachelor’s degree in business

Bachelor’s degree in Mathematics

Bachelor’s degree in Statistics

Tools

Excel

Access

SQL

Job description

Job Category: Administrative Professional

Requisition Number: WORKF031434

• Posted : April 28, 2025
• Closed : May 15, 2025
• Full-Time

Locations

Showing 1 location

CBI Home Health – Edmonton
9945 50 St
Suite 500
Edmonton, AB T6A 0L4, CAN

CBI Home Health – Edmonton
9945 50 St
Suite 500
Edmonton, AB T6A 0L4, CAN

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 act on opportunities to improve performance and meet service level goals.

KEY RESPONSIBILITIES/TIME ALLOCATION

• 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.
• 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. *

About CBI Home Health

CBI Home Health is committed to providing 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 contribute to the diversification of ideas and perspectives that help us innovate and provide the best possible care to our clients.

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

In accordance with the Manitoba Human Rights Code, Accessibility for Manitobans with Disabilities Act and CBI Policies on Accommodation, a request for accommodation will be accepted as part of our hiring process. Please inform your recruiter if you have any accommodation requests.