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Added 6 mins ago
General Manager
P3 Veterinary Partners
Halifax, NS
Full-time
P3 Veterinary Partners is seeking an experienced General Manager to join our innovative team in a full-time capacity at Coastal Care Veterinary Emergency & Referral Hospital in Halifax, NS.
Added 6 mins ago
Manager, Financial Controllership
Bell
Montreal, QC
Full-time
The Wholesale Financial Close Controller team is seeking a highly motivated Senior Manager to be a part of the Controller organization’s transformative journey towards becoming trusted and…
Added 21 mins ago
Talent Acquisition Partner
BPA
Montreal, QC
Full-time
We're looking for a Talent Business Partner who is passionate about building relationships, influencing hiring decisions, and developing innovative talent acquisition strategies that drive…
Added 21 mins ago
Bilingual Disability Case Manager
Sun Life Québec
Blainville, QC
Full-time
Are you a healthcare professional or business graduate with a passion for helping others navigate complex health journeys? Join Sun Life’s Group Disability team, where we support Canadians…
Added 21 mins ago
Bilingual Disability Case Manager
Sun Life Québec
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Full-time
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Bilingual Disability Case Manager
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Sun Life Québec
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Bilingual Disability Case Manager
Sun Life Québec
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Full-time
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Added 21 mins ago
Coordinator, Region Office Operations - Sudbury, ON
IG Wealth Management
ON · Ontario, Canada
Internship
Founded in 1926, IG Wealth Management is a key part of IGM's business model, providing comprehensive wealth management services to Canadian financial advisors and their clients.
Added 21 mins ago
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 37 mins ago
Senior Data Analyst I, Product
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Toronto, ON
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The Senior Data Analyst I, Product within Mistplay's Data department will play a crucial role in enhancing Mistplay's business performance through insightful analysis and driving analytics…
Added 37 mins ago
The Shoe Co. - Store Manager
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Added 51 mins ago
Operations Consultant - Flex
sephora.com
Saskatoon, SK
$17 to $20 CAD / hour
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Provide friendly, professional and knowledgeable service to clients as needed during store business hours.
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Client Experience Lead
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Added 1 hour ago
Self Checkout Attendant
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(CAN) Self Checkout Attendant
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Senior Specialist, Finance Business Applications
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Full-time
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Added 2 hours ago
ESG-Intern
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Bolton, ON
Part-time
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Added 2 hours ago
Project Manager, Sales Enablement & Executive Customer Engagement
Husky Technologies
Bolton, ON
Full-time
Title: Project Manager, Sales Enablement & Executive Customer Engagement

Enercare Inc.

Workforce Management Analyst

Markham, ON, Canada

Pay: Compensation: $59,564 - $95,302
Job type: Full-time
Apply by: Oct 20, 2026
Experience: 4–7+ years of Workforce Management, Forecasting, Capacity Planning, Workforce Analytics, or Contact Center Operations experience.
Posting language: English
Posted: Aug 24, 2026

Apply About employer

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Original job description

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, HydroSolution, 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

Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

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 Operations experience.
Demonstrated experience using Artificial Intelligence, predictive analytics tools, machine learning platforms, or AI-assisted forecasting solutions to support business planning and forecasting decisions.
Advanced Microsoft Excel expertise, including forecasting models, Power Query, Pivot Tables, statistical analysis, scenario modeling, and data visualization.
Experience translating demand forecasts into staffing plans and workforce recommendations.
Strong understanding of contact center metrics including call volume, AHT, service level, ASA, occupancy, shrinkage, and forecast accuracy.
Proven ability to evaluate AI-generated recommendations and apply business judgment to improve forecast outcomes.

Preferred Qualifications

Experience using generative AI tools (e.g., Microsoft Copilot, or similar platforms) to support forecasting analysis, reporting, trend identification, and productivity improvements.
Advanced Microsoft Excel capability, including the ability to build and maintain complex forecasting and staffing models.
Experience working with predictive analytics, machine learning models, or advanced forecasting software.
Knowledge of Power BI, SQL, Python, R, or other analytical tools used in workforce planning environments.
Experience implementing AI-driven process improvements or automation initiatives within Workforce Management functions.

Core Technical Competencies

Highest Priority Competencies

AI-Assisted Forecasting & Predictive Analytics

Machine learning forecasting concepts
Predictive modeling
AI-driven trend analysis
Pattern recognition
Forecast optimization
Anomaly detection
Scenario modeling
Data interpretation and validation

Advanced Microsoft Excel Forecasting

Statistical forecasting models
Trend and seasonality analysis
Forecast accuracy measurement
Driver-based forecasting
Workforce capacity calculations
Power Query and data transformation
Advanced formulas and automation

Workforce Planning & Contact Center Analytics

Staffing requirement calculations
Capacity planning
Erlang concepts
Shrinkage modeling
Service level forecasting
Intraday planning
Forecast performance analysis

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

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More about this job

Responsibilities

The Workforce Management Analyst is responsible for developing accurate call volume forecasts, staffing models, and capacity plans using AI-powered tools and predictive analytics. They will leverage data-driven insights to optimize contact center performance, service levels, and operational efficiency.

Requirements

Candidates must have 4–7+ years of experience in workforce management or contact center analytics with advanced proficiency in Microsoft Excel. Demonstrated experience applying artificial intelligence and machine learning platforms to business planning and forecasting is required.

Skills

Workforce Management
Forecasting
Capacity Planning
Artificial Intelligence
Predictive Analytics
Microsoft Excel
Machine Learning
Data Analysis
Statistical Analysis
Scenario Modeling
Contact Center Metrics
Power Query
Data Visualization
Trend Analysis
Business Intelligence

Visa sponsorship

Not detected in the job text

Keywords

Workforce Management
Forecasting
Capacity Planning
Artificial Intelligence
Predictive Analytics
Machine Learning
Microsoft Excel
Power Query
Pivot Tables
Data Visualization
Contact Center
AHT
Service Level
ASA
Shrinkage
Scenario Modeling
Business Intelligence
Statistical Analysis
Automation
Demand Planning

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