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Workforce Management Analyst
Enercare Inc.
Niagara Falls, CAN
Full-time
Mid-Senior
Onsite
CAD 59,564 to CAD 95,302
Discovered 2 weeks ago
Workforce managementContact center analyticsAI-assisted forecastingPredictive analyticsMachine learning forecastingMicrosoft Excel
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Workforce managementContact center analyticsAI-assisted forecasting
Role Overview
The Workforce Management Analyst supports workforce planning for a high-volume Home Services contact center.
The role develops call volume forecasts, staffing models, and capacity plans to support customer experience, service level, and cost objectives.
The position combines AI, predictive analytics, and advanced Microsoft Excel modeling with operational expertise and human judgment.
Key Skills for This Role
Workforce managementContact center analyticsAI-assisted forecastingPredictive analyticsMachine learning forecastingMicrosoft Excel
Full Job Posting
About Enercare
Enercare provides home and commercial services to customers across multiple Canadian provinces and operates brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.
The company emphasizes customer service, collaboration, health and safety, and employee development.
Job Summary
The Workforce Management Analyst supports workforce planning for a high-volume Home Services contact center.
The role develops call volume forecasts, staffing models, and capacity plans to support customer experience, service level, and cost objectives.
The position combines AI, predictive analytics, and advanced Microsoft Excel modeling with operational expertise and human judgment.
AI Forecasting and Analytics
- Use AI-powered forecasting and predictive analytics tools to improve call volume forecasting accuracy.
- Identify trends, seasonality, demand drivers, anomalies, and operational risks using AI-generated insights.
- Validate AI-generated forecasts and refine outputs using business knowledge.
- Automate data analysis, trend identification, anomaly detection, and forecast variance investigations.
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