Workforce Management Analyst

Provident Energy Management is a leading Energy Services company serving Southern Ontario and Canada, specializing in the multi-residential market with an emphasis on high rise condominiums and rental buildings. For over 3 decades now, Provident has supported our clients’ energy savings and long-term sustainability goals through our service offerings including - state of the art building automation and sub-metering services. Provident is known for delivering intelligent energy solutions backed by technology and innovation.

Provident’s 100+ person team includes engineers, certified energy managers, and building systems engineering technologists among other disciplines. We are focused on providing our team with professional development and growth opportunities along with challenging work and a supportive environment.

ROLE

The Workforce Management (WFM) Analyst is responsible for forecasting, scheduling, reporting and real-time monitoring of contact centre operations to ensure optimal staffing levels and service performance. This role supports operational efficiency by analyzing historical data, predicting future trends, and providing actionable insights to meet service level agreements (SLAs) and business objectives.

RESPONSIBILITIES

Key responsibilities include, but are not limited to the following:

Forecasting & Planning

- Analyze historical call volume, handle time, and shrinkage data to create accurate short-term and long-term forecasts.

- Develop capacity plans to align staffing with business needs.

Scheduling

- Create and maintain agent schedules to meet forecasted demand while considering employee preferences and compliance requirements.

- Manage shift bids and schedule changes.

Real-Time Management

- Monitor intraday performance and adjust staffing plans as needed to maintain SLAs.

- Communicate with operations teams to address variances and implement corrective actions.

Reporting & Analysis

- Generate and distribute daily, weekly, and monthly performance reports.

- Identify trends and recommend process improvements to enhance efficiency and reduce costs.

Tools & Systems

- Utilize WFM software (Five9) for forecasting, scheduling, and reporting.

- Maintain data integrity and ensure accurate system configurations.

- Other duties as assigned to meet team objectives.

REQUIREMENTS

- Bachelor’s degree in business, Statistics, or related field (or equivalent experience).

- 2+ years in Workforce Management or contact center operations.

- Proficiency in WFM tools and MS Excel (pivot tables, formulas, charts)

- Strong analytical and problem-solving abilities.

- Excellent communication and stakeholder management skills.

- Ability to work under pressure and adapt to changing priorities.

WORKING CONDITIONS

- Office environment with frequent sitting at a desk

- Manual dexterity required to use desktop computer and peripherals.

- Overtime as required.

- Lifting or moving up to 10lbs may be required.

The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005. Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources.