As a Workforce Analyst, you will support our Contact Center by ensuring all current and future staffing needs are met and ensuring optimal usage of our existing resources. Your goal will be to play a critical role in ensuring our Canadian and US Contact Centers have the proper forecasting and resource planning to be able to accurately staff and manage our call volumes to established targets. Your success will be measured on your ability to manage the telephony system and your positive relationships with our phone vendors to ensure stability and reliability of our phone systems.

What We Offer:

Work Environment - Work onsite at our Crown Street location in Saint John, NB with access to our fitness facility

Competitive Compensation -

Including an annual bonus plan, pension plan, and parking allowance

Flexible Advantages Plan -

in effect from day one and offers three levels of coverage to select from to meet your unique, personal needs

Paid Vacation -

Plus an annual option to purchase additional vacation, too

Wellness Support -

With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program

Opportunity to give back to some amazing causes in our community -

Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program

Your Responsibilities:

Provide management with accurate call volume forecasts as well as recommendations based on historical data and internal/external market factors

Ensure the effective utilization of workforce resources through ongoing monitoring, analysis, and adjustment of staffing strategies





Ensure Customer Contact Centers teams are managed to our Grade of Service through monitoring of queues, adjusting call allocation or skills and efficient use of resources

Develop and maintain call reports on a daily, weekly, monthly, quarterly and yearly basis, analyzing trends in call volume and Average Handle Time to determine over-staffing and understaffing

Manage all day-to-day activities including scheduling, break times, sick calls, vacation requests, early out requests, team meetings and offline training

Identify trends, risks, and opportunities impacting contact center performance and recommend proactive solutio ns

Prepare and present workforce reports, insights, and recommendations to operational leaders to support informed decision-making

Your Skills:

Strong analytical capabilities

Proficient in Microsoft Excel

Strong technical system experience

Excellent verbal, written and presentation skills

Good understanding of data base concepts and call center workforce concepts

Your Experience:

Post-secondary education or equivalent experience in Business or related field would be preferred

1 year of customer service and workforce management experience

The expected salary range for this position is $61,993 -$77,492. Placement within range will be based on relevant experience, qualifications, and skills.

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that'screated when our people from different backgrounds, identities, cultures and experiences share their unique perspectives.Diversity is key to our success and inclusion is everyone’s responsibility.

Job Requirements - Work Experience Customer Service

Job Requirements - Education Bachelors: Business Administration

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📌 Workforce Analyst (Winnipeg)
🏢 Socket.dev
📍 Winnipeg