Workforce Scheduling Analyst

Position: Workforce Scheduling Analyst at ICBC
Join ICBC as a Workforce Scheduling Analyst in Surrey, British Columbia, focusing on using WFM tools for scheduling and analysis. Become an integral part of our Workforce Services team.

This hybrid role requires expertise in creating work schedules, analyzing agent compensation, and interpreting contact center performance. Collaboration with cross-functional teams is essential to ensure service level goals are met while staying within budget. You’ll support strategic staffing decisions with your analytical skills and knowledge of workforce management.

Key Responsibilities:

• Create short- and long-term work schedules in a call-center environment

• Analyze agent compensation and manage overtime within budget

• Interpret performance variances to inform stakeholders

• Communicate with operations for workforce best practices

• Prepare analytical reports with trend and cost analysis

Requirements:

• Minimum 1 year using a WFM tool, ideally Alvaria Workforce

• 1 year in an analyst role supporting operational decisions

• Advanced Excel skills with complex formulas and large datasets

• Strong analytical and problem-solving abilities

• Excellent written and verbal communication skills

Leverage your analytical expertise to enhance workforce scheduling at ICBC in a supportive team environment.
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