Workforce Management Realtime Analyst

Current ENMAX employees are encouraged to apply through their internal Workday access.Posted: July 22, 2025Closing Date: August 4, 2025Position Type: Limited Term (18 months)Union: CUPEPEOPLE. That's the power behind ENMAX Corporation. As one of Alberta's leading energy and utility providers, our employees are the strength and knowledge that continue to drive our success. At the ENMAX group of companies, we look for energy solutions for today, while knowing we have the power to provide for a better tomorrow.The Workforce Management Realtime Analyst acts as the single point of contact for all WFM needs and is a key figure in achieving operational goals for the business units they support. This role expertly balances customer experience (service level, ASA), operational efficiency (cost) and employee engagement.Agent and Queue Management:Monitor agent behavior and adherence through standard contact centre management applications and take appropriate action as needed. Provide timely reporting and escalationRespond to deviations from scheduled activities through managing and changing agent work assignments as needed to deliver required business resultsApprove requests for time-off, and all shift related activitiesSchedule appropriate meetings, training and all shift activities. Accurately code in all affected systems and provide proper notification to interested partiesHandle all daily sick notifications and provide appropriate reportingAnswer emails and requests from agents and leadership – respond to future dated requests using forecasted models and dataManage outage notification process. Prime the real-time relationship with ENMAX Power to ensure timely notification of client and queue affecting outages are managed appropriatelyManage Outbound dialer:Create weekly outbound dialer plans, ensuring various campaigns are completed within targeted timelines.Manage dialer activity to ensure that RPC is maximizedAssign agents to dialer work as required and as business allowsReporting:Provide detailed and accurate daily performance reporting including previous day and end of current dayAnalyze and report on metrics as needed. Recommend courses of action based on dataProvide detailed statistics related to outbound campaign resultsQualifications & Experience:Diploma with 4 years’ experience or Degree with 2 years’ experiencePrevious Realtime Analyst experience is considered an assetExperience with Genesys WFM, CCPulse and other contact centre monitoring software is considered an assetAdvanced Microsoft Excel SkillsCompetencies:Excellent written and verbal communication skillsStrong analytical skillsTeam player with the ability to work independentlyAbility to be flexible in a fast-paced, ever-changing environment while interacting with leaders at all levelsExceptional organizational skills and keen attention to detailA positive, friendly manner and customer service approach that will enable you to deal with challenging situations with empathy and sinceritySalary: Financial/Business Analyst Level B (Current CUPE 2025rates)$82,426.89 - $87,584.77 - $92,742.65 - $97,880.69 - $103,038.57ENMAX Values – Safety, Integrity, Accountability, Service, Teamwork, Agility, InnovationLocation: This position will be part of our hybrid (home and office) work force with office workspace located at ENMAX Place (141 - 50th Avenue SE, Calgary, AB).Note:Technical testing may be applied as part of the interview process.We have changed the way we connect with our candidates. Initial interviews may be done virtually as well as parts of our on-boarding and job training may be completed remotely.If we can provide an accommodation or adjustment to make the process more accessible for you, please let us know. ENMAX welcomes all qualified applicants to apply and is committed to a safe and respectful workplace. It is our aim to have a workplace which is inclusive and values safety, diversity, personal integrity, respect for individual differences, and encourages ownership and accountability for our actions.Every ENMAX employee is responsible to take reasonable care to protect the health and safety of themselves, of all other workers, and of the public. Each employee must become familiar with safety procedures and rules applicable to their job and are required to follow themwhile working at ENMAX.Please visitourcareers page to learn more about other opportunities at ENMAX Corporation. #J-18808-Ljbffr