Workforce Analyst

What we will offer you: Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.

Opportunity: A continuous focus on professional development with many opportunities for training & career growth.

Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.

Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.

Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.

Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.

Safety Focused: We care about you and have committed to a zero-harm workplace.

Reporting to the North American Workforce Management Manager, the Workforce Analyst is part of a team responsible for real‐time monitoring, measuring performance to forecasts, and projecting future requirements based on historical data for sites located in Canada and the US. This role is responsible for ensuring adequate staffing levels across the various teams and sites to achieve our contact centre targets while enabling a positive employee and customer experience.

This position operates in a hybrid work from home environment.

What you'll do:

- Design agent schedules to achieve metrics and efficiency targets

- Monitor inbound contact centre volumes real-time and adjust resourcing accordingly

- Proactively make recommendations and implement measures to meet metrics while analyzing past and current performance to proactively implement schedule adjustments in response to daily variations to plan (i.e. intraday management

- Provide sound analytical advice on trending and forecast to provide guidance as to future staffing requirements

- Plan and adapt to seasonal and project related volume variations

- Monitor and manage WFM resources including handling inbox requests, administering shift and vacation bids

- Schedule all offline activities (trainings, meetings, coaching, etc) while being mindful of staffing levels

- Add, subtract, and modify skillsets in the IVR for agents

- Maintain/develop reports and dashboards using a combination of tools/platforms including SQL, Excel and Power BI

- Participating in daily touchpoint to provide updates on metrics while voicing areas of concern or opportunities with contact center teams

- Work collaboratively with management to plan and execute staffing plans to achieve metrics

- Interact with agents, leaders and training to optimize “downtime” periods to develop agents and upgrade skills

- Providing management intraday reporting/daily recaps throughout the day on how teams are performing

What you bring:

- College diploma, University degree or certification preferably in a related field

- Minimum of 2 years experience in reporting, forecasting, analysis and scheduling

- Proven ability to analyze data trends and make recommendations based on the findings

- Strong understanding of Workforce management in a contact centre

- Understanding of a multi-channel, multi-shift , 24/7 operation

- Strong proficiency in Excel, VBA, Power BI and SQL

- Demonstrated ability to make decisions in a fast paced environment under changing conditions

- Proven organizational skills, with ability to prioritize and multi-task while meeting deadlines

- Highly self-motivated, ability to work independently, as well as within a team

- Strong interpersonal and communication skills to convey statistical data and collaboratively problem solve

- Experience in Workforce Management Scheduling software is required

- Ability to work with remote sites while in a remote management model

Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.

"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at aoda_hr@superiorpropane.com to let us know how we can enhance your experience."