Workforce Management Analyst, Member Services

Posted: 2025-05-20

Closing: Until Filled

Location: Edmonton South

Our Contact Centre is one of the channels members use to contact us for service. It is fast-paced and dynamic, and we strive to ensure the members get timely, efficient and quality service across multiple business lines. We’re looking for a Workforce Management Analyst to join our team in this mission critical role that ensures the right people are in the right place, at the right time to deliver on our promise to our members.

If you’ve got a mind for metrics, a knack for forecasting, and can balance real-time data with long-term staffing strategy, this is your moment. We’re looking for someone who thrives on analysis, lives to optimize schedules and performance, drives automation and knows that great service starts with great planning. You’ll work closely with team leaders, analysts, and senior stakeholders to align staffing with service delivery goals.

WHAT MOVES YOU
- You’re an analytical powerhouse—data makes sense to you, and you use it to drive operational excellence.
- You have a passion for people, but you know the numbers matter too. You strike a balance between heart and logic.
- You’ve got a sixth sense for forecasting trends and adapting to shifting priorities.
- You’re calm in chaos and stay focused under pressure.
- You believe in collaboration and communication—and you’re great at both.
- You’re detail-oriented but never lose sight of the big picture.
- You thrive in a fast-paced environment, are self-motivated, and bring both technical expertise and innovative thinking to the table.

WHAT YOU’LL DO
- Optimize Workforce Planning: Forecast contact volumes, manage scheduling, and ensure real-time adherence to support performance targets and SLAs.
- Drive Business Results: Analyze trends and develop data-driven strategies that improve productivity, reduce costs, and enhance customer experience.
- Lead Digital Advancements: Champion the integration of automation, AI, and WFM tools to streamline operations and enhance forecasting accuracy.
- Enhance Efficiency: Identify gaps in process and performance and implement scalable WFM solutions.
- Collaborate Cross-Functionally: Partner with Operations, IT, and Business Intelligence teams to align WFM strategies with broader business objectives.
- Solve Proactively: Act as a solutions-oriented advisor, turning complex challenges into actionable outcomes.

WHAT YOU’VE DONE
- You’ve got at least 5 years of proven experience in workforce management, possessing a deep understanding of forecasting, scheduling, real time management and contact centre metrics.
- You’re a pro with Microsoft Excel and Workforce Management tools—especially if you’ve worked with platforms like Genesys Cloud.
- You’re passionate about automation, process improvement and digital transformation.
- You have a self-starter mindset with a track record of taking initiative and delivering measurable improvements.
- You’ve collaborated across departments and led improvements through data-backed recommendations.
- Post-secondary education in a related field is great—but experience and expertise speak louder than credentials here.

WHAT YOU’LL GET
- Competitive salary.
- Flexible benefits with 5 different packages to select, ranging from $1000 - $3000 health and wellness spending accounts.
- Outstanding employer-paid Retirement Savings Plan (5% AMA contribution + 5% AMA matching)
- Great AMA discounts like 50% off memberships, driver education programs, and registry services.
- Unlimited learning opportunities, including full Udemy access and dedicated learning time for personal development.
- Paid time off, including 3 weeks of vacation, Me-Day, and Volunteer Day. Also, the flexibility to purchase 1 or 2 weeks’ vacation time spread across multiple pay periods.

WORK MODEL:
Remote

We thank all applicants for their interest; however, only those selected for an interview will be contacted.