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Added 5 mins ago
Bilingual Senior Customer Accounts Specialist
Toyota Credit Canada Inc.
Markham, ON
Full-time
TFS currently has an exciting full-time permanent opportunity as a Bilingual Senior Customer Accounts Specialist reporting to the Manager, Collections. In this position, you will partner…
Added 5 mins ago
Managing Director - Public Services
City of Medicine Hat
Medicine Hat, AB
Full-time
…fire and emergency services. Working closely with the City Manager, City Council and the Executive Leadership Team, you will translate community priorities into coordinated, sustainable…
Added 5 mins ago
Senior Manager - Program & Project Management
LTM
ON · Ontario, Canada
$81,215 to $133,000 USD / year
Full-time
We are seeking a strategic and execution focused Senior Technical Program Manager to lead our AIML initiatives You will act as the operational backbone of our Artificial Intelligence…
Added 5 mins ago
Manager, Quality systems
CIMA+
Calgary, AB
$97,360 to $133,870 CAD / year
Full-time
Collaborate with the Senior Quality Manager responsible for compliance to support certification readiness and convert audit findings into sustainable improvements, while preserving the…
Added 5 mins ago
Customs Compliance Manager
Stoakley-Stewart Consultants Ltd.
Mississauga, ON
$105,000 to $120,000 CAD / year
Full-time
The stated compensation range reflects the full scope of the role as currently structured and is provided in accordance with pay transparency requirements. Offers are determined based on…
Added 5 mins ago
Manager, Quality systems
CIMA+
Mississauga, ON
$97,360 to $133,870 CAD / year
Full-time
Collaborate with the Senior Quality Manager responsible for compliance to support certification readiness and convert audit findings into sustainable improvements, while preserving the…
Added 5 mins ago
Supervisor, Finance and Accounting
Upper Thames River Conservation Authority
London, ON
Full-time
Compensation: $56.46 (starting) to $68.70 per hour
Added 5 mins ago
Manager, Quality systems
CIMA+
Montreal, QC
Full-time
Collaborate with the Senior Quality Manager responsible for compliance to support certification readiness and convert audit findings into sustainable improvements, while preserving the…
Added 5 mins ago
Finance Manager
BoomerangFX
Mississauga, ON
$75,000 to $85,000 CAD / year
Full-time
The Finance Manager will play a key role in connecting finance with day-to-day business operations. This position will focus on financial planning, operational performance, revenue…
Added 5 mins ago
Sr. Financial Analyst
PointClickCare
Mississauga, ON
$81,000 to $99,000 CAD / year
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 5 mins ago
PPC Specialist
Ripple Design & Marketing
Ancaster, ON
Part-time
Ripple Design & Marketing is looking for an experienced Senior PPC Specialist to take ownership of paid advertising campaigns across our client portfolio.
Added 5 mins ago
Manager, Quality systems
CIMA+
Vancouver, BC
$97,360 to $133,870 CAD / year
Full-time
Collaborate with the Senior Quality Manager responsible for compliance to support certification readiness and convert audit findings into sustainable improvements, while preserving the…
Added 6 mins ago
Head of Ad Sales, Canada
DoorDash Canada
Toronto, ON
As the Senior Industry Manager, Canada, you will lead a team of Industry Managers, Account Executives and Post Sales Managers to build partnerships that create tangible value for both…
Added 6 mins ago
Senior IT Auditor
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Mississauga, ON · Stellarton, NS · Dartmouth, NS · Calgary, AB
Reporting to the Manager, IT, Cyber and Transformation Audit, you will be responsible for executing risk-based technology audits and transformation assurance engagements that provide…
Added 6 mins ago
Manager, Finance
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Mississauga, ON
We are looking for a Manager, Finance to join our National Finance team and provide Finance support to our Fresh Merchandising department. This is a full-time opportunity with Sobeys, where…
Added 6 mins ago
Senior Engineer (Geotechnical) , Geoenvironmental Services
Toronto and Region Conservation Authority (TRCA)
Toronto, ON
…and monitoring groundwater conditions. The team consists of a Senior Manager, 2 senior hydrogeologists, 1 hydrogeologist, 2 geotechnical engineers, and 1 senior geotechnical engineer (this…
Added 6 mins ago
Marketing Coordinator
AutoCanada Inc.
Edmonton, AB
Full-time
Protect deadline visibility - Monitor timelines and workload, identify risks early and escalate capacity conflicts, shifting scope or approval delays to the Senior Manager.
Added 6 mins ago
Senior Project Manager, Transportation
R.V. Anderson Associates Limited
Barrie, ON · London, ON · Toronto, ON · Burlington, ON · St. Catharines, ON · Vancouver, BC
Full-time
RVA is looking for a Senior Project Manager to join their Transportation team in a full-time permanent position.
Added 21 mins ago
OFFICE MANAGER & COMMUNITY OUTREACH
Lifetimes Limited Partn
Ingersoll, ON
$50,000 CAD / year
Full-time
The Office Manager & Community Outreach reports to the General Manager and provides courteous and efficient telephone, reception, and clerical support to all clients and assists with…
Added 21 mins ago
Senior Cost Analyst / Analyste principal(e) en coûts
Galvion LTD
Montreal, QC
Full-time
The Senior Cost Analyst ensures accurate and consistent product costing, manufacturing costs and inventory valuation across all manufacturing operations. The role owns the standard costing…
Added 21 mins ago
Quality Assurance Analyst- Contract
Computershare
Richmond Hill, ON
Full-time
Provide timely and constructive feedback regarding progress or issues to: peers, Senior Programmers, Project Manager and Commercial Development Manager
Added 35 mins ago
Senior Geotechnical Engineer
Pinchin Canada
Toronto, ON
Full-time
Pinchin is seeking a Senior Geotechnical Engineer to join our Geotechnical Services team in one of our Southern Ontario offices. This position reports to the Geotechnical Services…
Added 35 mins ago
Senior Geotechnical Engineer
Pinchin Canada
St. Catharines, ON
Full-time
Pinchin is seeking a Senior Geotechnical Engineer to join our Geotechnical Services team in one of our Southern Ontario offices. This position reports to the Geotechnical Services…
Added 35 mins ago
Senior Manager, External Communications & Corporate Affairs
The Crump Group, Inc.
Mississauga, ON
Full-time
Title: Senior Manager, External Communications & Corporate Affairs
Added 36 mins ago
Senior Manager, Global Learning & Development
Celestica International LP
Toronto, ON
Reporting to the VP, Global Talent, the Senior Manager, Global Learning & Development is a core member of the HR Centre of Excellence (COE) at Celestica. This role focuses specifically on…

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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