Become an integral part of Enercare as a Workforce Management Analyst. This full-time role emphasizes leveraging AI and predictive analytics for improved call volume forecasting and capacity planning.
Located in Niagara/Markham, you will support efficient workforce planning for a Home Services contact center. Your analytical skills and expertise with AI-powered tools will help develop accurate staffing models and enhance service delivery. This position is suitable for intermediate-to-senior professionals with experience in contact centers and advanced Microsoft Excel capabilities.
Key Responsibilities:
• Utilize AI tools to enhance call volume forecasting accuracy • Develop staffing models and capacity plans for efficient operations • Analyze historical data to improve forecasting decisions • Create dashboards and reporting tools for data-driven actions • Present workforce insights to senior leadership
Requirements: • 4–7+ years in Workforce Management or Contact Center Operations • Proficiency in AI-assisted forecasting solutions • Advanced skills in Microsoft Excel, including forecasting models • Solid understanding of contact center metrics • Experience with data analysis and business intelligence tools
Bring your analytical mindset and workforce expertise to Enercare's mission of exceptional customer service. #J-18808-Ljbffr