Workforce Management Realtime Analyst

ENMAX; Calgary; On-site; CAD 82,000 - 104,000; Full time

Job summary

ENMAX is seeking a Workforce Management Realtime Analyst to join their team in Calgary. This pivotal role monitors agent performance, manages outbound dialer activities, and provides reporting for continuous improvement. Ideal candidates will have a diploma or degree with relevant experience, alongside strong communication and analytical skills. This position offers a hybrid working model, fostering both in-office and remote work to support a dynamic work environment.

Qualifications

• Diploma with 4 years’ experience or Degree with 2 years’ experience.
• Previous Realtime Analyst experience is considered an asset.
• Experience with contact centre monitoring software is considered an asset.

Responsibilities

• Monitor agent behavior and adherence through standard contact centre management applications.
• Provide detailed and accurate daily performance reporting.
• Create weekly outbound dialer plans and manage dialer activity.

Skills

Excellent written and verbal communication skills

Strong analytical skills

Advanced Microsoft Excel Skills

Education

Diploma with 4 years’ experience or Degree with 2 years’ experience

Tools

Genesys WFM

CCPulse

Job description

Current ENMAX employees are encouraged to apply through their internal Workday access.

Posted: July 22, 2025

Closing Date: August 4, 2025

Position Type: Limited Term (18 months)

Union: CUPE

PEOPLE. That's the power behind ENMAX Corporation. As one of Alberta's leading energy and utility providers, our employees are the strength and knowledge that continue to drive our success. At the ENMAX group of companies, we look for energy solutions for today, while knowing we have the power to provide for a better tomorrow.

The Workforce Management Realtime Analyst acts as the single point of contact for all WFM needs and is a key figure in achieving operational goals for the business units they support. This role expertly balances customer experience (service level, ASA), operational efficiency (cost) and employee engagement.

Agent and Queue Management:

• Monitor agent behavior and adherence through standard contact centre management applications and take appropriate action as needed. Provide timely reporting and escalation

• Respond to deviations from scheduled activities through managing and changing agent work assignments as needed to deliver required business results

• Approve requests for time-off, and all shift related activities

• Schedule appropriate meetings, training and all shift activities. Accurately code in all affected systems and provide proper notification to interested parties

• Handle all daily sick notifications and provide appropriate reporting

• Answer emails and requests from agents and leadership – respond to future dated requests using forecasted models and data

• Manage outage notification process. Prime the real-time relationship with ENMAX Power to ensure timely notification of client and queue affecting outages are managed appropriately

Manage Outbound dialer:

• Create weekly outbound dialer plans, ensuring various campaigns are completed within targeted timelines.

• Manage dialer activity to ensure that RPC is maximized

• Assign agents to dialer work as required and as business allows

Reporting:

• Provide detailed and accurate daily performance reporting including previous day and end of current day

• Analyze and report on metrics as needed. Recommend courses of action based on data

• Provide detailed statistics related to outbound campaign results

Qualifications & Experience:

• Diploma with 4 years’ experience or Degree with 2 years’ experience

• Previous Realtime Analyst experience is considered an asset

• Experience with Genesys WFM, CCPulse and other contact centre monitoring software is considered an asset

• Advanced Microsoft Excel Skills

Competencies:

• Excellent written and verbal communication skills

• Strong analytical skills

• Team player with the ability to work independently

• Ability to be flexible in a fast-paced, ever-changing environment while interacting with leaders at all levels

• Exceptional organizational skills and keen attention to detail

• A positive, friendly manner and customer service approach that will enable you to deal with challenging situations with empathy and sincerity

Salary: Financial/Business Analyst Level B (Current CUPE 2025rates)

$82,426.89 - $87,584.77 - $92,742.65 - $97,880.69 - $103,038.57

ENMAX Values – Safety, Integrity, Accountability, Service, Teamwork, Agility, Innovation

Location: This position will be part of our hybrid (home and office) work force with office workspace located at ENMAX Place (141 - 50th Avenue SE, Calgary, AB).

Note:

• Technical testing may be applied as part of the interview process.

• We have changed the way we connect with our candidates. Initial interviews may be done virtually as well as parts of our on-boarding and job training may be completed remotely.

• If we can provide an accommodation or adjustment to make the process more accessible for you, please let us know. ENMAX welcomes all qualified applicants to apply and is committed to a safe and respectful workplace. It is our aim to have a workplace which is inclusive and values safety, diversity, personal integrity, respect for individual differences, and encourages ownership and accountability for our actions.

• Every ENMAX employee is responsible to take reasonable care to protect the health and safety of themselves, of all other workers, and of the public. Each employee must become familiar with safety procedures and rules applicable to their job and are required to follow themwhile working at ENMAX.

Please visitourcareers page to learn more about other opportunities at ENMAX Corporation.