What we offer (and why you’ll love it here):

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- Epic Work-Life Balance: Flexible remote work options because we value your time and well-being.

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- Growth Opportunities: Committed to fostering a culture of growth, where every team member is encouraged to pursue new skills, expand their knowledge, and advance their careers.

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- Vibrant Culture: Over 1,500 team members across Canada and year over year we manage to maintain an overall above industry engagement score by using a monthly pulse survey.

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- Attractive Compensation: Competitive salary, incentive program, and comprehensive benefits package.

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- What & Where : Full-Time, Permanent & Remote

Why BioScript Solutions?

At BioScript, we're not just a company—we're a quick-growing company always putting patients first. Recognized as one of Canada’s Best Managed Companies, we believe in pushing boundaries, setting trends, and creating meaningful experiences that captivate and inspire. Our vibrant team is made up of innovative minds who are passionate about driving success and making an impact. Ready to be a part of this exhilarating journey?

Your Mission:

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- Develop and maintain short-, medium-, and long-term staffing models for the 75-person CRC team, using call volume forecasting, handle time analysis, and service level targets to ensure appropriate capacity at all times.

- Own CRC scheduling design and real-time queue management principles, including shift structure, scheduling rotations, break optimization, and bilingual coverage requirements.

- Model clinic staffing requirements across 100+ locations against patient referral volumes,



infusion chair utilization, treatment cycle lengths, and seasonal demand patterns, working through the National Clinic Manager.

- Build and maintain workforce analytics dashboards and reporting tools that consolidate data from multiple systems into a clear, accessible view of staffing performance, adherence, occupancy, shrinkage, and service levels.

- Track workforce KPIs against business targets for both the CRC and clinic operations, surfacing early warning signals and recommending corrective actions before they escalate into service delivery issues.

- Identify capacity gaps and structural staffing risks in advance, including single points of failure in key clinic markets, and work with operational leaders to develop concrete response plans.

- Partner with the Manager of Clinical Education to ensure staffing models account for nurse orientation timelines, competency milestones, and ongoing training requirements across clinic locations.

- Translate workforce data into plain-language operational insights, with clear recommendations and implications, for presentation to non-technical operational leaders and senior stakeholders.

- Work with operations teams to standardize how workforce inputs are captured and recorded,



improving data quality and consistency across both the CRC and clinic environments.

- Support the development of staffing standards and benchmarks by clinic type and size, enabling consistent and measurable operational performance as the national network grows.

- Lead the evaluation and support the potential implementation of workforce management technology platforms (such as NICE, Verint, Calabrio, or Assembled) suited to a distributed healthcare environment.

- Develop workforce planning SOPs, governance frameworks, and scheduling playbooks that can be applied consistently and scaled nationally across Coverdale operations.

- Partner with the CRC Senior Manager to align staffing models with evolving call drivers, including PSP program onboarding, new therapy launches, and patient volume growth.

What You Bring to the Table:

Education:

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- A combination of education and directly relevant experience will be considered for this role. This may include a post-secondary degree or diploma in Business Administration, Operations Management, Data Analytics, Healthcare Administration or a Certification in workforce management, operations research, or data analytics.

Experience:

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- A minimum of 5 years of progressive experience in workforce management, workforce planning, or operations analytics is required, including demonstrated end-to-end WFM accountability in a contact centre environment (forecasting, scheduling, real-time management, and reporting).

- Experience working across multiple business units or geographies with distributed teams is required.

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📌 Workforce Planning (Canada)
🏢 BioScript Solutions Career
📍 Canada