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Added 2 mins ago
Analystes d'affaires - systèmes d'approvisionnement
Astek
Montreal, QC · Greater Montreal Metropolitan Area
Full-time
Job Title: Business Analyst – Procurement Systems Modernization
Added 2 mins ago
Manager, Solutions
CanDeal
Toronto, ON
Full-time
Support the end-to-end supplier and bank onboarding to the TPR utility, including outreach, account setup, guidance through the DDQ process, and resolution of queries.
Added 3 mins ago
Registrations Analyst, Regulatory Registrations - Bilingual
CIBC
Toronto, ON
Full-time
…experience through the generation and implementation of continuous improvement ideas. You will also have the ability to manage multiple tasks at one time, prioritizing your day to day tasks…
Added 3 mins ago
Senior Analyst, Corporate Compliance
Canadian Tire Corporation
Oakville, ON
Full-time
Reporting to the Manager or Director, Corporate Compliance, the Senior Analyst, Corporate Compliance supports the Bank’s Regulatory Compliance Management (RCM) Program by assisting in the…
Added 3 mins ago
Senior Analyst, Business Compliance
Canadian Tire Corporation
Oakville, ON
Full-time
Reporting to the Manager, Business Compliance, the Senior Analyst, Business Compliance will play a key role in supporting the execution of Canadian Tire Bank's Regulatory Compliance…
Added 3 mins ago
Process Analyst (Secondment/Contract)
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…ensuring accountability, productivity, efficiency, and continuous improvement as it relates to our Logistics Solution provider(s) and through/with internal customers and…
Added 19 mins ago
Student, Credit Policy Analyst
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Regina, SK · Ottawa, ON · FCC Tower
Full-time
As a Student, Credit Policy Analyst, you'll gain valuable hands-on experience supporting FCC's Portfolio Risk Management team. You'll contribute to the administration and maintenance of…
Added 32 mins ago
Workday Analyst
Tilray Brands, Inc.
Toronto, ON
$80,000 to $90,000 CAD / year
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Added 32 mins ago
Salesforce Business Analyst
Delpath
Toronto, ON
Contract
We are looking for a Salesforce Business Analyst to work with business stakeholders and technical teams to understand requirements, define solutions, and support Salesforce initiatives. The…
Added 32 mins ago
Analyst / Sr Analyst, Account Services
OnClarity
Vancouver, BC
$85,000 to $125,000 CAD / year
Full-time
As a Customer Service Representative (Analyst/Senior Analyst, Account Services) at Clarity, you’ll play a key role in shaping the experience of every customer who joins our platform. You’ll…
Added 32 mins ago
New Analyst Program
OnClarity
Vancouver, BC
$65,000 to $85,000 CAD / year
Full-time
We're looking for exceptional new graduates and early career professionals to join Clarity a New Analyst. This is an opportunity to accelerate your career by working alongside experienced…
Added 32 mins ago
Analyst, Transaction Services
OnClarity
Vancouver, BC
$80,000 to $120,000 CAD / year
Full-time
As an Analyst, Transaction Services, you will be a foundational part of our Transaction Services team. You will run transactions from handshake to closing, provide exceptional support to…
Added 32 mins ago
Senior QA Analyst
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Full-time
…business testers, and contact center stakeholders, the Senior QA Analyst will develop and execute quality strategies that reflect both technical requirements and the real-world guest and…
Added 34 mins ago
Coordinator/Analyst, Surgical Supply Chain - Surrey Memorial Hospital
Fraser Health
Surrey, BC
Full-time
We currently have an exciting opportunity for a Relief Full-Time Surgical Supply Chain Coordinator/Analyst to support the Surgical Services - Operating Room team at Surrey Memorial Hospital…
Added 48 mins ago
Specialist, Liquids Infrastructure Financial Analysis
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Full-time
The Specialist, Liquids Infrastructure Financial Analysis provides technical leadership and oversight to the analyst team while maintaining responsibility for a portfolio of complex assets…
Added 1 hour ago
Customer Experience Analyst
NRG Energy
AB · Edmonton, AB
Full-time
The Customer Experience Analyst is responsible for resolving customer inquiries that have escalated to Office of the President, regulatory bodies, and other third-party stakeholders.
Added 1 hour ago
Senior Treasury Analyst
Clarity Recruitment
Toronto, ON
$80,000 to $95,000 CAD / year
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Please note: We use AI-assisted tools for notetaking during the screening process.
Added 1 hour ago
Senior Financial Analyst, Private Markets
Manulife
Toronto, ON · Montreal, QC
Full-time
The Senior Financial Analyst is responsible for preparing accurate and timely financial reports for a portfolio of investments. Daily tasks include preparing and reviewing fund…
Added 1 hour ago
Stagiaire en analyse des coûts // Cost Analyst Intern
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Reporting to the Financial Controller of XNRGY Holdings Inc., the Cost Analyst Intern will assist in analyzing the profitability of ongoing projects and ensuring the accurate accounting of…
Added 1 hour ago
Technical Analyst
Royal Bank of Canada
Toronto, ON
Full-time
Collaborate with internal teams to identify and implement process improvements
Added 1 hour ago
Corporate Actions & Onboarding - Analyst
SGGG Fund Services Inc.
Toronto, ON
Identify process improvement opportunities and escalate issues to management
Added 1 hour ago
Analyst, Customer Experience
Reliance Home Comfort
Toronto, ON
Ability to “connect the dots” and unearth opportunities for process improvement and documentation, to deliver a better customer experience.
Added 1 hour ago
Sr. Financial Analyst
PointClickCare
Mississauga, ON
Full-time
Reporting to the Senior Manager, the Senior Financial Analyst is a key member of the Finance team responsible for monthly, quarterly, and annual financial reporting. This includes, but is…
Added 1 hour ago
Process Mining Technical Analyst or Consultant | Analyste technique ou consultant(e) en exploration des processus
Miebach Business Consulting and Services
Montreal, QC
We are seeking a Process Mining Technical Analyst to provide technical support throughout process mining projects. The role focuses on data preparation, event-log development, process…
Added 2 hours ago
Senior Business Analyst - Market Risk
BeachHead
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Contract
Working with one of our top financial clients, this role calls for a Senior Business Analyst - Market Risk. This position involves supporting the Capital Markets Business and Treasury Risk…

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

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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