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 productive 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 productive 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.
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