Associate, Workforce Planning

About Us
The Technical Standards and Safety Authority (TSSA) is deeply committed to safety and passionate about making Ontario a safer place to live, work, and play. Our unified team - what we proudly call ONE TSSA – works collaboratively to deliver better safety for our province.

TSSA is a not-for-profit regulator that has dedicated over 25 years of expertise and experience to the safety of Ontario. Mandated by the Government of Ontario, TSSA's team of over 450 professionals works to enhance public safety across multiple sectors we regulate.

As an award-winning organization, TSSA firmly embeds safety in our culture and all aspects of our work. Fostering a strong safety culture has earned us the 5-Star Safety Cultures Award from
Canadian Occupational Safety
magazine for three consecutive years

As ONE TSSA we are guided by the following values in all we do:

• Safety: Be safety-focused at all times
• Collaboration: Work well with others
• Accountability: Take responsibility for our actions and deliver on our commitments
• Integrity: Conduct ourselves transparently using risk-informed evidence
• Inclusion: Embrace diversity through respectful leadership
• Innovation: Be forward-thinking, adaptable, and data-driven

Joining TSSA means becoming part of a team of experts from diverse fields, backgrounds, and cultures. It's an opportunity to hone your skills, expand your knowledge, build a rewarding career, and realize your full potential

Position Summary
Reporting to the Supervisor – Workforce Planning, this position supports our organization in its journey to becoming a Modern outcome-based regulator.

The Associate Workforce Planning optimizes allocation of inspection resources through scheduling and coordinating inspections across TSSA's safety program areas (Elevating & Amusement Devices, Fuels, Boilers and Pressure Vessels, Operating Engineers]. This role supports operational efficiency by monitoring workload, maintaining scheduling systems, validating pre-inspection documents, and providing customer service to meet TSSA's service delivery standards. You are expected to be open to working a variety of shifts. The start and end times may vary based on business and operational need. As Associate, Workforce Planning you will require strong detail orientation, problem-solving and analytical skills.

This is a six-month contract opportunity.

Job Responsibilities

• Create and schedule inspections and maintain inspector workload across assigned regions using CRM tools and scheduling dashboards, ensuring schedule alignment with program-specific guidelines and workload capacity targets.
• Monitor the inspection scheduling board to proactively identify and resolve conflicts, resource gaps. Coordinate with regional supervisors and utilize scheduling tools to input inspection data, analyze workload and backlog reports, and ensure inspections are scheduled efficiently and effectively.
• Support TSSA in meeting inspection service delivery by prioritizing high priority work requests and reviewing work schedule to minimize backlog.
• Validate inspection requests by ensuring all documentation, site and billing information, and program prerequisites are complete and accurate prior to scheduling, while flagging any discrepancies related to work orders, addresses, billing flags, prerequisites, or authorization status.
• Provides timely and professional customer service to external clients (i.e. property managers, owners, contractors, municipalities) on all matters related to inspection schedules, pre-requisites, billing inquiries, and inspection portal guidance.
• Support a smooth billing experience for customers by reviewing inspection invoices and initiating credit or re-billing where needed and seeking approval for exceptions such as waived fees or contractual billing considerations.
• Communicates directly with internal stakeholders (inspectors, engineers, legal, licensing teams) to resolve inquiries related to inspections or accounts.

Job Qualifications

• Minimum 1 year of experience in a customer service role is required.
• Ability to maintain and validate accurate records across multiple systems.
• Ability to identify and address common issues, escalating more complex issues when required.
• Reliable customer service and time management skills with ability to respond in a timely manner.
• Collaborate with internal and external stakeholders in order to communicate in a clear and effective manner
• Ability to work effectively across departments and support teams to ensure seamless service delivery.
• Basic understanding of regulatory program requirements and service delivery metrics that inform scheduling decisions and operational priorities.
• Beginner level computer skills and proficiency with Microsoft Office Suite (i.e. CRM Dynamics, Excel, PowerPoint, Teams, Word).

Inclusion And Equal Opportunity Employment
TSSA is an equal opportunity employer committed to diversity and inclusion. We are committed to building and maintaining collaborative, caring and positive work environments so that our employees bring their whole selves to work each and every day. We encourage all qualified applicants to apply without regard to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status or disability. Only those selected for an interview will be contacted.

TSSA is pleased to offer accommodations for applicants with disabilities. If you are interested in applying for a job opportunity, or are contacted by us regarding a job opportunity, please advise of any accommodations you may require.

This job posting is for an existing vacancy within TSSA. We are actively seeking a qualified candidate to fill the current position. We encourage all interested applicants to apply.

TSSA uses AI to support screening of pre-screening question responses. Even if an application is flagged by the system, our team endeavours to review all candidates' qualifications and experience.