Workforce Planning Analyst

3 months ago


Edmonton, Canada City of Edmonton Full time

**Job Number**:50533**

Consider the opportunity to proactively manage the planning, forecasting, scheduling and reporting of all phone, electronic, in person and back office activity for the 311 and Customer Access Section.

The ability to manage resources is a significant responsibility that is demonstrated by measurement, planning and control to balance costs with service delivery. Ultimately this role plays a key part in ensuring our strategic goals are achieved by identifying cost savings, promoting efficiencies and increasing productivity of the operations.

**What will you do?**
- Prepare short-term and long term models of workload, for 3 areas of operation (311, Inside Information and the Service Centre) to determine staffing requirements to achieve service objectives
- Understand and monitor the various components that drive workload in all areas
- Provide input into budget process by determining required hours to accurately forecast costs associated with labour
- Utilizing scheduling software, prepare and develop schedules by integrating staffing needs with business needs
- Manage all requests such as vacation, time off, earned days off, shift trades to ensure staffing levels match business requirements on a daily, weekly, and yearly timeline
- Monitor projected excess vacation to ensure no one has more than one year’s entitlement at the end of the year
- Follow the requirements of the Collective Agreement with relation to schedule release, schedule changes and the annual vacation sign up process
- Actively engage in short term schedule adjustments based on operational needs (shrinkage changes, weather events, etc)
- Develops and communicates “dashboard” results to management team on a regular basis
- Perform other related duties as required

**Qualifications**:

- High school diploma required, supplemented by two (2) related courses in the technical area of specialty
- Minimum of five (5) years experience business experience, including three (3) years within the technical area of specialty

**Assets**:

- Business Diploma or degree
- Workforce Management training
- Database knowledge

**Skills required for success**:

- Strong decision making skills coupled with the ability to problem solve independently
- Strong forecasting, statistical, analytical and mathematical skills
- Time management with the ability to prioritize
- Proven understanding of call centre metrics and best practices
- Demonstrated ability to interpret and assimilate various data streams from multiple sources
- Strong communication skills
- Ability to maintain high level of confidentiality and work with sensitive data
- Proficiency with Google Suite
- Knowledge of systems and databases, preferably in a call centre environment
- Knowledge of call centre scheduling software
- Knowledge of the applicable procedures, policies and regulations pertaining to the area of specialty
- Ability to think and react quickly and calmly in pressure situations
- Ability to communicate verbally and in writing with preciseness and accuracy
- Ability to understand and execute oral and written instructions
- Ability to multitask, in a high volume workload area
- Well developed problem solving and dispute resolution skills
- Applicants may be tested

**Work Environment**:

- The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance

**_ Up to 1 permanent full-time position_**

**Hours of Work**: 40 per week, Monday to Friday

**Salary Range**: $29.534 - $37.001 (Hourly); $61,666.990 - $77,258.090 (Annually)

**Talent Acquisition Consultant**: RM/MZ

IND123

**Classification Title**: Team Lead CallCnt/PubSrv-8hrs

**Posting Date**: Aug 30, 2024

**Closing Date**: Sept 13, 2024 11:59:00 PM (MDT)

**Number of Openings (up to)**: 1 - Permanent Full-time

**Union**: CSU 52

**Department**: Service Innovation and Performance

**Work Location(s)**: 3rd Floor Edmonton Tower, 10111 104 Avenue Edmonton T5J 0J4


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