Role: Workforce Management AnalystStatus: Full-TimeReporting To: Manager - Workforce ManagementLocation: Niagara/MarkhamCompensation: $59,564 - $95,302Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

Job Summary

We are seeking an analytical and forward-thinking Workforce Analyst to support workforce planning for a Home Services contact center. This role is responsible for developing accurate call volume forecasts, staffing models, and capacity plans that enable the organization to achieve customer experience, service level, and cost objectives.

The primary focus of this role is leveraging Artificial Intelligence (AI), predictive analytics, and advanced Microsoft Excel modeling to improve forecasting accuracy and uncover actionable business insights. The successful candidate will use AI-powered tools and forecasting technologies to identify trends, detect anomalies, model demand drivers, evaluate scenarios, and generate data-driven staffing recommendations. While workforce management experience is important, we are specifically seeking candidates who embrace AI as a strategic forecasting tool and understand how to combine AI-generated insights with operational expertise and human judgment.

This position is ideal for an intermediate-to-senior workforce professional who has experience using AI solutions, advanced analytics, and Excel-based forecasting techniques to solve complex workforce planning challenges in a high-volume contact center workplace.

Key Responsibilities

AI-Driven Forecasting &

- Predictive Analytics Utilize AI-powered forecasting tools and predictive analytics platforms to improve call volume forecasting accuracy.

Leverage machine learning and AI-generated insights to identify emerging trends, seasonality patterns, demand drivers, and operational risks.





Evaluate AI-generated forecasts and apply business knowledge to validate assumptions and refine outputs.

Use AI tools to automate data analysis, trend identification, anomaly detection, and forecast variance investigations.

Integrate traditional forecasting methodologies with AI-driven recommendations to create accurate and actionable demand plans.

Continuously assess new AI technologies and forecasting capabilities that can improve workforce planning effectiveness. Forecasting &

- Capacity Planning Develop monthly, weekly, daily, and interval-level forecasts for inbound contact center demand.

Analyze historical call volumes, AHT, service levels, customer behavior, marketing activity, weather impacts, and operational changes to support forecasting decisions.

Translate forecasted workload into staffing requirements, productive hours, schedules, and FTE recommendations.

Create multiple forecast scenarios to assess business impacts and staffing risks.

Monitor forecast accuracy and identify opportunities to improve forecasting models and assumptions.

Business

Intelligence &

- Data Analysis Combine AI-generated insights with advanced Excel analysis to deliver workforce recommendations.

Build dashboards, forecasting models, and reporting tools that support data-driven decision-making.

Utilize large datasets to uncover trends, root causes, and performance improvement opportunities.

Present findings and recommendations to Operations, Workforce Management, and senior leadership.

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.

Preferred 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.

Core Technical

Competencies

Highest Priority Competencies AI-Assisted Forecasting &

- Predictive Analytics Machine learning forecasting concepts

Predictive modeling

AI-driven trend analysis

Pattern recognition

Forecast optimization

Anomaly detection

Scenario modeling

Data interpretation and validation Advanced Microsoft Excel Forecasting Statistical forecasting models

Trend and seasonality analysis

Forecast accuracy measurement

Driver-based forecasting

Workforce capacity calculations

Power Query and data transformation

Advanced formulas and automation Workforce Planning &

- Contact Center Analytics Staffing requirement calculations

Capacity planning

Erlang concepts

Shrinkage modeling

Service level forecasting

Intraday planning

Forecast performance analysis

📌 Workforce Management Analyst (Markham)
🏢 ENERCARE
📍 Markham