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Added 1 min ago
Salt Truck Operator
Dicam Landscaping
Hamilton, ON
Temporary
Experts in Planning and Mobilizing for Winter Operations
Added 1 min ago
Maintenance Technician
Bosa Properties Inc.
Vancouver, BC
…skilled property management professionals. Reporting to the Operations Manager this individual will have a unique opportunity to work alongside the building management to provide a safe,…
Added 1 min ago
Project Manager
Columbia Forest Products
Rutherglen, ON
Full-time
The Project Manager leads cross-functional capital and process improvement initiatives at the Rutherglen site, supporting safe, reliable, and cost-effective manufacturing operations.
Added 1 min ago
Service Advisor
INLAND KENWORTH US INC
Williams Lake, BC
Full-time
Understands, keeps abreast of, and complies with provincial/state and local regulations that affect service operations, such as hazardous waste disposal, OSHA (US), WorkSafe BC (Canada),…
Added 16 mins ago
Superviseur, Transport / Transportation Supervisor
Sysco Canada Inc.
Montreal, QC
Full-time
Se rapportant au Chef du transport, le superviseur du transport est chargé de gérer les opérations de livraison afin d'atteindre les objectifs corporatifs. Principalement, il supervise…
Added 16 mins ago
administrative manager
Pinto Legal
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Full-time
Manage the operations of a department providing several administrative services
Added 16 mins ago
Accounting Clerk- Research
Sanya’k̓ula
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Reporting to the Finance Manager, Restricted Funds or designate, the Accounting Clerk – Research prepares external research grant financial statements, financial reports, reviews and…
Added 16 mins ago
Senior Manager, Marketing & Communications
Liberty Mutual Canada
Toronto, ON
$130,000 to $170,000 CAD / year
Full-time
Head of Strategy & Operations, Canada & North America Specialty
Added 16 mins ago
Field Deployment Specialist
SewerVUE Technology
Burnaby, BC
Full-time
…contact on site: you help plan lines with the customer's project manager, advise on setup and rigging, and keep our office informed of…
Added 16 mins ago
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
Internship
Communicates issues and concerns to the Manager.
Added 16 mins ago
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
Full-time
Communicates issues and concerns to the Manager.
Added 16 mins ago
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
Internship
Communicates issues and concerns to the Manager.
Added 16 mins ago
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
Full-time
Communicates issues and concerns to the Manager.
Added 16 mins ago
Interim Finance Manager
Clarity Recruitment
Toronto, ON
$50 to $60 CAD / hour
Contract
This 14-month Interim Finance Manager role oversees the firm's three smaller entities in Canada, the UK and Florida. You'll own financial reporting, audits, tax filings and quarterly…
Added 16 mins ago
Night Auditor
Greater Moncton Hotel Association
Moncton, NB
Part-time
Performs daily computer maintenance operations
Added 16 mins ago
Corporate Actions & Onboarding Analyst
SGGG Fund Services Inc.
Toronto, ON · Greater Toronto Area, Canada
$55,000 to $60,000 CAD / year
Full-time
We are seeking a detail-oriented and motivated Analyst, Fund Accounting Onboarding to join our team. Reporting to the Manager, Onboarding, this role supports the onboarding, conversion, and…
Added 16 mins ago
Manager, Auto Service Operations
Canadian Tire Corporation
Mississauga, ON
Full-time
Reporting to the AVP, Auto Service and Operations, the role of the Manager, Auto Service Operations is to improve in-store processes, strengthen operational execution, and support growth…
Added 16 mins ago
Account Manager, Digital Marketing
The Influence Agency
Toronto, ON
Full-time
We’re looking for a strategic, results-driven, and relationship-focused Account Manager to join our team! At our agency, this role is referred to as Client Success Manager, and it’s…
Added 16 mins ago
Manager - Guest Experience
Sheraton Hotels & Resorts
Toronto, ON
Full-time
Job CategoryRooms & Guest Services Operations
Added 16 mins ago
Culinary Manager
COGIR Real Estate
Vaughan, ON
Full-time
Embrace the role of Culinary Manager and become a values-driven leader adept at managing our culinary and dining department. Your flair for creativity and culinary expertise will come to…
Added 16 mins ago
Underwriting Assistant
Vaco by Highspring
Toronto, ON · Greater Toronto Area, Canada
$35 to $40 CAD / hour
Contract
Responsible for data entry of new contracts and/or individual transactions in the accounting and operations system/platforms and all further modifications
Added 16 mins ago
Engine Shop Manager
JMC Aviation
Montreal, QC
Full-time
JMC Aviation is currently recruiting for an experienced Engine Shop Manager to join an established aviation business supporting turbine engine maintenance, repair and overhaul operations.
Added 16 mins ago
Job Title Program Resource Worker
Lookout Housing + Health Society
North Vancouver, BC
Internship
The Program Resource Worker (PRW) reports to the Site Manager and works in accordance with the mission and philosophy of Lookout Housing and Health Society, including following Lookout’s…
Added 16 mins ago
Events Security Manager
Blackbird Security Inc.
Vancouver, BC
Full-time
We are seeking an experienced and highly organized Events Security Manager to oversee and manage security operations for large-scale events in Vancouver, BC.
Added 16 mins ago
Maintenance Manager
Teva Pharmaceuticals
Whitchurch-Stouffville, ON
Full-time
We are seeking an experienced and hands-on Maintenance Manager to lead site maintenance operations at our growing pharmaceutical manufacturing facility in Stouffville, Ontario.

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

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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

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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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