Workforce Management Specialist

Durham Region (The Regional Municipality of Durham); Whitby; Hybrid; CAD 83,000 - 103,000; Full time

Job summary

The Region of Durham is seeking a Workforce Management Specialist to lead forecasting, scheduling and intraday management for Service Durham. This role reports to the Manager, Service Enablement and focuses on optimizing staffing and service delivery across multiple channels.

In this hybrid 35-hour/week position, you will develop dashboards and executive reports, collaborate across departments, and ensure adherence to collective agreements while driving equitable, accessible customer service

Qualifications

• Post-secondary diploma or degree in Business Administration, Operations Management, Analytics, Statistics, Information Systems, Public Administration or related discipline.
• Several years of workforce management experience in a high-volume, multi channel customer service environment.
• Demonstrated experience in forecasting, scheduling, intraday management and workforce analytics.
• Experience with Workforce Management platforms such as Genesys, NICE IEX, Verint or Amazon Connect (or equivalent).
• Advanced proficiency in Microsoft Excel; experience with SQL and Power BI is preferred.
• Knowledge of statistical forecasting methodologies including Erlang C and trend analysis.
• Knowledge of collective agreements and labour relations principles related to workforce scheduling.
• Strong analytical, communication, stakeholder management and problem-solving skills.
• The ability to address diverse needs and systemic barriers when resolving challenges.

Responsibilities

• Develop short, medium, and long-term workforce forecasts and capacity plans and scheduling in multi channel customer service environment (phone and non-phone)
• Design and maintain optimized multi-channel staffing schedules.
• Monitor real-time performance and recommend staffing adjustments to achieve service levels.
• Conduct variance analysis and identify forecast, schedule and service level risks.
• Develop workforce dashboards, analytics and executive reports.
• Provide workforce planning recommendations to Operations Managers and Supervisors.
• Ensure scheduling practices comply with collective agreements and organizational policies.
• Collaborate with Finance, Labour Relations, IT, Digital Services and business units.
• Maintain workforce management system configurations supporting forecasting and scheduling.
• Identify continuous improvement opportunities to improve workforce efficiency and customer service.

Skills

Forecasting

Scheduling

Intraday management

Workforce analytics

Analytical skills

Stakeholder management

Problem solving

Equitable solutions

Education

Business Administration

Operations Management

Analytics

Public Administration

Tools

Genesys

NICE IEX

Verint

Amazon Connect

Power BI

SQL

Excel

Job description

Diversity, Equity and Inclusion Statement

The Region of Durham is committed to advancing equity, diversity and inclusion within our organization and the communities we serve. We welcome and encourage applications from people who are Indigenous, racialized persons, women, persons with disabilities, members of LGBTQ2S+ communities, and others who may contribute to the further diversification of our workforce, including those who experience systemic barriers. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, accommodation will be provided throughout the recruitment process upon request, based on any Code-protected ground.

Location

This 35 hour per week, hybrid position is eligible to work hybrid subject to operational requirements. Employees participating in remote or hybrid work arrangements are required to maintain a reliable wired internet connection that meets the Region's minimum network standards to support secure and uninterrupted service delivery. The position is located at the Region of Durham Headquarters in Whitby, Ontario.

Workforce Management Specialist

Service Durham is the customer experience management division of the Region of Durham's Corporate Services Department, dedicated to delivering exceptional, modernized service experiences through myDurham 311 - the Region's centralized, non-emergency point of contact. Leveraging digital platforms and innovative service models, Service Durham focuses on providing inclusive, accessible, and integrated services that meet the evolving needs of our customers (residents, businesses, and visitors).

By driving service excellence and enhancing public access through multiple channels including online, by phone, and in person, Service Durham ensures quick, convenient, and consistent customer experience. This customer-centric and collaborative approach streamlines service requests, delivers timely information, and fosters personalized experiences that reinforce the Region's commitment to service innovation and accessibility. Customers connect with us by calling 311, emailing [e-mail], or using our self-service portal at myDurham311.ca

The Workforce Management Specialist provides technical leadership in workforce planning, forecasting, scheduling, intraday workforce management and workforce analytics. Reporting to the Manager, Service Enablement, the Workforce Management Specialist is responsible for developing workforce strategies that optimize service delivery, staffing utilization and operational performance across Service Durham.

The incumbent will:

• Develop short, medium, and long-term workforce forecasts and capacity plans and scheduling in multi channel customer service environment (phone and non-phone)
• Design and maintain optimized multi-channel staffing schedules.
• Monitor real-time performance and recommend staffing adjustments to achieve service levels.
• Conduct variance analysis and identify forecast, schedule and service level risks.
• Develop workforce dashboards, analytics and executive reports.
• Provide workforce planning recommendations to Operations Managers and Supervisors.
• Ensure scheduling practices comply with collective agreements and organizational policies.
• Collaborate with Finance, Labour Relations, IT, Digital Services and business units.
• Maintain workforce management system configurations supporting forecasting and scheduling.
• Identify continuous improvement opportunities to improve workforce efficiency and customer service.

The successful applicant will possess:

• Post-secondary diploma or degree in Business Administration, Operations Management, Analytics, Statistics, Information Systems, Public Administration or a related discipline, or an equivalent combination of education and experience.
• Several years of progressively responsible workforce management experience in a high-volume, multi channel customer service environment.
• Demonstrated experience in forecasting, scheduling, intraday management and workforce analytics.
• Experience with Workforce Management platforms such as Genesys, NICE IEX, Verint or Amazon Connect (or equivalent).
• Advanced proficiency in Microsoft Excel; experience with SQL and Power BI is preferred.
• Knowledge of statistical forecasting methodologies including Erlang C and trend analysis.
• Knowledge of collective agreements and labour relations principles related to workforce scheduling.
• Strong analytical, communication, stakeholder management and problem-solving skills.
• The ability to address diverse needs and systemic barriers when resolving challenges.
• Creativity in developing equitable, accessible, and sustainable solutions

Management & Exempt Salary Grade 3

- Salary: $82,562 to $103,203 per annum

Conditions of Employment

All applicants are expected to comply with the Region of Durham's Code of Ethics and Code of Conduct Policies throughout the recruitment process. Proof of education, qualifications and any other job bona fide requirements will be required prior to start date.

The Region of Durham is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. If contacted for an employment opportunity and you require accommodation, or if this information is required in an accessible format, please contact us at: [e-mail] and a Recruiter will provide appropriate assistance pursuant to the Region's Accommodation and Accessibility policies.

The Region of Durham may utilize artificial intelligence to assist in the preliminary assessment of applicant qualifications and submitted materials. These tools are used for the purpose of supporting and enhancing an evaluation by a human decision-maker and any information provided by AI to a human decision-maker is not determinative. Final decisions are made solely by authorized human decision-makers.