Senior Contact Centre Workforce Management Analyst to support workforce planning, operational

Our client is seeking an experienced Senior Contact Centre Workforce Management Analyst to support workforce planning, operational performance, and continuous improvement within a complex contact centre environment.

The ideal candidate combines strong workforce management expertise with practical contact centre operations experience. You understand how forecasting, capacity planning, scheduling, and real-time workforce management contribute to service levels, staffing efficiency, productivity, and the overall customer experience.

You will collaborate with Operations and Technology teams to analyze workforce performance, optimize staffing models, improve processes, and support contact centre technology initiatives.

Experience with Verint Workforce Management is highly desirable, while experience with Five9 or other contact centre platforms is considered an asset.

9-month contract with possible extension

Remote within Alberta

Must Have:

• 5+ years of workforce management experience, preferably within a contact centre environment.
• Practical understanding of contact centre operations, including contact volumes, service levels, staffing requirements, and agent performance.
• Strong experience in forecasting, capacity planning, scheduling, and workforce optimization.
• Experience with real-time workforce management, schedule adherence, staffing analysis, and operational reporting.
• Advanced Microsoft Excel skills, including data analysis, reporting, and workforce modelling.
• Experience analyzing workforce metrics and translating data into actionable operational recommendations.
• Experience gathering business requirements, supporting system testing, and implementing process improvements.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Ability to work remotely from anywhere in Canada and align with Mountain Time business hours.

Nice-to-Have:

• Hands-on experience with Verint Workforce Management, including configuration, administration, reporting, scheduling, or optimization.
• Experience with Five9 implementation, configuration, integration, or optimization.
• Experience with other contact centre workforce management platforms, such as NICE or Genesys.
• Power BI or other business intelligence and dashboard reporting experience.
• Experience supporting contact centre technology implementations, transitions, or system integrations.
• Project management, business analysis, or change management experience.
• Experience in a unionized contact centre environment.
• Public sector, justice services, or other complex contact centre experience.
• Verint certification.

Responsibilities:

• Develop and maintain workforce forecasts, capacity plans, and staffing models based on contact volumes, business requirements, and service-level objectives.
• Build and optimize workforce schedules to support operational demand, staffing efficiency, and service delivery.
• Monitor contact centre performance, including service levels, contact volumes, schedule adherence, occupancy, utilization, and staffing requirements.
• Support real-time workforce management activities and recommend adjustments in response to changing contact volumes and staffing needs.
• Analyze workforce data and operational trends to identify performance gaps, risks, and opportunities for improvement.
• Develop and maintain WFM reports, dashboards, and performance metrics to support data-driven decision-making.
• Partner with contact centre leaders and operational stakeholders to improve workforce planning, scheduling practices, and overall performance.
• Evaluate workforce management processes and recommend enhancements to improve efficiency and effectiveness.
• Gather business requirements, support system testing, and collaborate with Technology teams on system enhancements and process improvements.
• Contribute to contact centre technology initiatives, including platform implementation, integration, and optimization, as required.