Workforce Management Analyst
$59,564–$95,302 year
On-siteMarkham, Ontario, Canada or Niagara Falls, Ontario, Canada
Job Summary
Develop accurate call volume forecasts, staffing models, and capacity plans for a Home Services contact center using AI-powered tools, predictive analytics, and advanced Excel modeling. Leverage machine learning to identify trends, detect anomalies, and evaluate scenario impacts, then apply business judgment to validate assumptions and refine outputs. Translate demand forecasts into actionable staffing recommendations, build dashboards for data-driven decision-making, and present findings to senior leadership. Monitor forecast accuracy continuously to improve model effectiveness and uncover performance improvement opportunities.
Required Qualifications
- 4–7+ years of Workforce Management, Forecasting, Capacity Planning, Workforce Analytics, or Contact Center Operations experience
- Demonstrated experience using Artificial Intelligence, predictive analytics tools, machine learning platforms, or AI-assisted forecasting solutions to support business planning and forecasting decisions
- Advanced Microsoft Excel expertise, including forecasting models, Power Query, Pivot Tables, statistical analysis, scenario modeling, and data visualization
- Experience translating demand forecasts into staffing plans and workforce recommendations
- Strong understanding of contact center metrics including call volume, AHT, service level, ASA, occupancy, shrinkage, and forecast accuracy
- Proven ability to evaluate AI-generated recommendations and apply business judgment to improve forecast outcomes
Desired Qualifications
- Experience using generative AI tools (e.g., Microsoft Copilot, or similar platforms) to support forecasting analysis, reporting, trend identification, and productivity improvements
- Advanced Microsoft Excel capability, including the ability to build and maintain complex forecasting and staffing models
- Experience working with predictive analytics, machine learning models, or advanced forecasting software
- Knowledge of Power BI, SQL, Python, R, or other analytical tools used in workforce planning environments
- Experience implementing AI-driven process improvements or automation initiatives within Workforce Management functions
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