Job ID: 10183

Employment Type: Existing Role

Work Environment: We offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Calgary, AB; Edmonton, AB; Toronto (North York).

Working Business Language: English

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan.

The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $75,000 - $105,000. Candidates with salary expectations outside of the range are still encouraged to apply.

Job Overview

Working under general supervision, the Workforce Management Analyst supports Wawanesa's daily workforce planning operations by executing forecasting, scheduling, real-time performance monitoring, intraday staffing adjustments, and operational reporting. This ensures staffing levels remain aligned with forecasted demand across contact center and back-office teams, while maintaining accurate workforce data, communicating emerging service trends and risks, and supporting operational leaders with timely insights. The Workforce Management Analyst collaborates closely with Senior Workforce Management Analysts, Operations Leaders and other stakeholders to identify emerging staffing risks and support planning decisions.

Job Responsibilities
• Develop and maintain daily, weekly, and short-term schedules aligned to forecasted demand, operational guidelines, staffing constraints, and labour requirements across contact center and back-office teams.
• Manage schedule maintenance and exceptions, including vacations, training, coaching, meetings, holidays, and absences, ensuring all offline activities are accurately reflected in Workforce Management systems.
• Continuously monitor intraday and historical performance indicators to identify deviations from plan and emerging service risks.
• Take corrective intraday actions, including adjusting breaks, reallocating staff between queues or work types, and requesting overtime or additional coverage when service levels are at risk.
• Maintain accurate workforce data by performing regular data quality and integrity checks.
• Develop, maintain, and support staffing models for contact-center operations, and assist with data preparation and inputs for back-office workforce planning.
• Create, maintain, and distribute operational reports and dashboards highlighting trends, risks, and variances.
• Communicate short and long-term staffing risks and corrective actions to Supervisors and Operations Leaders to support timely, informed operational decisions.
• Support forecasting, planning, and continuous improvement activities by preparing and validating data, contributing observations, and participating in planning discussions.
• Support the adoption and effective use of Workforce Management tools and practices by providing guidance, knowledge sharing, and identifying opportunities to improve scheduling, reporting, processes, or system usage.
• Actively build proficiency in Workforce Management tools, dashboards, and reporting systems, and develop foundational knowledge of forecasting and capacity planning methodologies.
• Perform other duties as required.

Qualifications
• Undergraduate degree in Statistics, Mathematics, Finance, or a related discipline; equivalent experience considered.
• 1-3 years of experience in Workforce Management or a related analytical role in a service-oriented environment.
• Working experience of Workforce Management concepts, including forecasting, scheduling, intraday management, and service level management.
• Experience using Workforce Management and contact center systems (e.g., Genesys Cloud), with strong proficiency in Excel and Power Query; exposure to Power BI, Python, or R is an asset.
• Understanding of contact center and operational performance metrics (e.g., service level, handle time, occupancy, shrinkage, adherence).
• Strong analytical, organizational, and communication skills, with the ability to interpret data, identify variances, and communicate staffing risks to operational partners.
• Strong communication and collaboration skills, with the ability to clearly explain data, staffing issues, and intraday risks to operational partners while working effectively with Senior Analysts and Operations teams.
• Highly organized and detail-oriented, able to manage multiple priorities in a fast-paced environment, with demonstrated curiosity and commitment to developing deeper expertise in Workforce Management.
• Ability to leverage AI and emerging technologies to support analysis, forecasting, and optimization is required.