Workforce Analyst

Role Responsibilities

Supporting the Common Service Delivery Branch, this role is responsible for workforce forecasting, scheduling, real-time monitoring, and reporting for contact centres. It contributes directly to service level attainment and operational performance by aligning resources with business demands through data-driven strategies and cross-functional collaboration.

Reporting to the Workforce Management Supervisor, this position works independently to create reports and analyze discrepancies and variances between forecasted and actual volumes. The position also provides data to identify and address imbalances in staffing and workload distribution to improve overall service delivery. It further involves monitoring and investigating queue performance irregularities to support consistent service levels and efficient day to day operations. The analyst applies sound judgment in selecting and adjusting reporting parameters to generate an accurate reflection of contact centre performance and support informed operational decisions. This position provides training and support to staff on how to use the software. The analyst effectively communicates with staff and leadership in a collaborative and respectful manager. 

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Systems Thinking - Takes a long-term view towards organization’s objectives and how to achieve them:

• Takes holistic long-term view of challenges and opportunities
• Anticipates outcomes and potential impacts, seeks stakeholder perspectives
• Works towards actions and plans aligned with APS values
• Works with others to identify areas for collaboration

Develop Self and Others - Develops own career and reduces barriers for others:

• Creates development plan with supervisor and seeks feedback
• Reflects on performance to identify areas of improvement
• Offers knowledge and insight to others
• Supports career development of direct reports
  
  

Creative Problem Solving – Engages the community and resources at hand to address issues:

• Engages perspective to seek root causes
• Finds ways to improve complex systems
• Employs resources from other areas to solve problems
• Engages others and encourages debate and idea generation to solve problems while addressing risks

Build Collaborative Environments- Facilitates open communication and leverages team skill:

• Leverages skills and knowledge of others
• Genuinely values and learns from others
• Facilitates open and respectful conflict resolution
• Recognizes and appreciates others

Agility- Works in a changing environment and takes initiative to change:

• Takes opportunities to improve work processes
• Anticipates and adjusts behaviour to change
• Remains optimistic, calm and composed in stressful situations
• Seeks advice and support to change appropriately
• Works creatively within guidelines

Qualifications

University graduation in a related field plus 2 years progressively responsible related experience; or equivalent as described below. 

Equivalency: Directly related education or experience considered on the basis of: 1 year of education for 1 year of experience; or  1 year of experience for 1 year of education.

A strong understanding of contact centre operations is essential, including both inbound /outbound call handling and administrative support functions, to ensure analysis and reporting are aligned with day-to-day operational processes. Knowledge of workforce management tools, including forecasting methodologies, queue performance analysis, and resource allocation strategies. Requires the ability to multi-task and prioritize work based on competing operational demands and limited resources. Requires strong computer skills, including proficiency in data analysis tools and the ability to navigate multiple systems simultaneously while troubleshooting basic system issues. Requires effective communication and collaboration skills, along with the ability to work independently and provide analytical support to operational teams.

• Must have working knowledge of SharePoint and Teams
• Expert knowledge of NICE Workforce Management software
• Working knowledge of CXOne contact centre software
• Intermediate to advanced Excel skills
• Understanding of statistical analysis
• Experience in identifying trends and patterns

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards

Notes

Work hours are Monday to Friday from 8:15am to 4:30pm.

In your resume, please include dates (including months and years) associated with all education and work experience. Also, please indicate whether your work experience is casual, part time or full time. Your cover letter and resume will be used as a screening tool to assess your written communication.

Final candidates will be required to undergo a security screening.

Any costs associated with obtaining the required documents/checks as noted will be the responsibility of the candidate. 

Links and information on what the GoA have to offer to prospective employees.

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.