Workforce Planning Analyst

Branch: Gas

Affiliation: Management & Exempt

Employment Status: Full-Time Temporary

Expected Hiring Range: $33.79 to $39.74

Short-term Incentive Eligible: No

Workplace Flexibility: Yes

Temp Duration: 1 year

Posting End Date: Open until filled

As the province's largest energy provider with more than 100 years of knowledge and experience, we proudly deliver renewable energy, natural gas, electricity and propane to 1.3 million customers.

We're actively seeking new talent to join our mission of transforming B.C.'s energy landscape. As one of BC's Top Employers with a diverse team of over 2,700 employees, we are committed to a safe and inclusive culture where each of us can connect, belong, and grow. Join us, and together, let's shape a brighter future for B.C.

Do you have exceptional forecasting abilities that would put any weatherman to shame?

Are you a strategic thinker with a knack for looking at the bigger picture?

Are you a master scheduler with an ability to put on the right staff at the right time to ensure our business runs smoothly?

If so, look no further We want to hear from you We're looking for new talent to join us as we reinvent the future of energy. As part of our Workforce Planning team, you'll join a diverse team of employees we can't do without

If you like meaningful work, a dynamic environment and forward-thinking colleagues, build your career with us. Let's rethink energy together.

As our Workforce Planning Analyst, you are responsible for the short and long term scheduling and forecasting needs for our Gas and Electric contact centre(s) and Billing Operations. You will ensure that we are able to deliver quality service and great experiences to our customers and our staff by having the right number of staff at the right time.

• Forecast short and long term staffing needs.
• Publish schedules for multiple sites across different job classifications.
• Monitor various work queues to ensure resources are utilized to meet customer demand.
• Process quarterly shift bids along with weekly and annual vacation bids across sites.
• Publish and analyze various reports and create new reports as required to help identify gaps and trends.
• Provide support with identifying optimal scheduling windows for various planned activities like training and meetings based on historical trending information.
• Maintain a good working relationship with the staff at various sites.
• Support all or most of our daily needs, like processing shift trades and medical appointments.
• Manage the queues in real-time.
• Update schedules with planned activities and generating various reports.
• Manage and publish schedules.
• Work on complex reports and provide analysis.
• Forecast long and short-term customer needs by forecasting anticipated volumes and trends.

• Bachelor's degree or diploma in a related discipline from a recognized program plus 2 to 3 years recent, related experience in a call centre environment or an equivalent combination of education, training and experience.
  
  Valid BC Driver's License
• Working knowledge of workforce management systems is required.
• Working knowledge of interaction Decision is an asset.
• Advanced level skills in MS Excel.
• Working knowledge of Power BI is an asset.
• Demonstrated ability to develop and analyze complex reports and develop performance related reporting.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Being able to work independently and part of the team.
• Experience with working in an unionized or regulatory environment will be an asset

In this role, you will have the option to participate in a flexible work program, enabling you to work from an approved flex location in British Columbia up to 85 days a year (equivalent to approximately two days a week), subject to business or operational needs.

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.

FortisBC acknowledges and respects Indigenous Peoples in Canada, on whose Traditional Territories we all live and work. FortisBC is committed to Reconciliation with Indigenous Peoples and is guided by our Statement of Indigenous Principles.