Workforce Analyst
Government of Alberta
full-time
Posted on:
Location Type: Office
Location: Edmonton • Canada
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Salary
💰 CA$74,382 - CA$97,565 per year
About the role
- Supporting the Common Service Delivery Branch by workforce forecasting, scheduling, and reporting for contact centres
- Creating reports and analyzing discrepancies between forecasted and actual volumes
- Monitoring and investigating queue performance irregularities
- Providing training and support to staff on using the software
- Communicating effectively with staff and leadership in a collaborative manner
Requirements
- University graduation in a related field plus 2 years progressively responsible related experience
- A strong understanding of contact centre operations, including both inbound/outbound call handling and administrative support functions
- Knowledge of workforce management tools, including forecasting methodologies and resource allocation strategies
- Requires the ability to multi-task and prioritize work based on competing operational demands
- Requires strong computer skills, including proficiency in data analysis tools
- Requires effective communication and collaboration skills
- Must have working knowledge of SharePoint and Teams
- Expert knowledge of NICE Workforce Management software
- Working knowledge of CXOne contact centre software
- Intermediate to advanced Excel skills
- Understanding of statistical analysis
Benefits
- Professional development opportunities
- Positive workplace culture and work-life balance
- Leadership and mentorship programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce forecastingschedulingreportingdata analysisstatistical analysisExcelresource allocationcontact centre operationsinbound call handlingoutbound call handling
Soft skills
multi-taskingprioritizationeffective communicationcollaborationtraining and support