Workforce Management Analyst

Location: Niagara Falls

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, Hydro Solution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Role:
Workforce Management Analyst
Status:
Full-Time
Reporting To:
Manager - Workforce Management

Location:

Niagara/Markham
Compensation: $59,564 - $95,302

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 environment.

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…