Senior Business Analyst
BC Energy RegulatorConnect technology solutions with organizational strategy at British Columbia’s energy regulator. Lead systems analysis, project delivery, data modeling, and improvements to regulatory technology.
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Metergy Solutions provides utility submetering services for property managers and developers. Its solutions measure electricity, water, gas, and thermal energy use, helping building operators manage utility costs and giving residents clearer visibility into their consumption. The company’s approach supports more efficient building operations and a smoother experience for both property teams and occupants.
Workforce Management Analyst
Lead forecasting, scheduling and reporting for Metergy Solutions’ utility submetering customer service operations. Support teams across Canada and the U.S.
Description
- Oversee workforce management across customer service operations in Canada and the U.S.
- Create short-, medium- and long-range forecasts from historical data, growth assumptions, operational trends and business drivers.
- Plan staffing and capacity to match customer demand, service objectives and business needs.
- Build and maintain schedules for internal locations and outsourced partners.
- Monitor intraday performance and adjust staffing as conditions shift.
- Assess workforce results across service levels, occupancy, adherence, shrinkage, handle times and forecast accuracy.
- Prepare workforce management reports on daily, weekly, monthly, quarterly and annual cycles.
- Surface trends, risks and opportunities, and recommend actions to leadership.
- Use Genesys Workforce Management tools to strengthen forecasting, scheduling and operational performance.
- Work with Service leaders on hiring plans, onboarding schedules, training and operational projects.
- Share workforce insights to inform continuous improvement efforts.
- Serve as the lead expert on workforce planning, forecasting, scheduling and reporting.
- Manage the full workforce management lifecycle and inform operational decisions.
Requirements
- At least five years of workforce management experience in a contact centre.
- Expertise in forecasting, capacity planning, scheduling, intraday management, workforce reporting and analytics, and business analysis.
- Advanced experience with Genesys Workforce Management.
- Experience developing forecasts, staffing models and schedules across multiple sites.
- Understanding of contact centre measures such as service levels, occupancy, adherence, shrinkage, average handle time and forecast accuracy.
- Strong analytical and problem-solving ability, including turning data into operational recommendations.
- Advanced Excel skills and proficiency with workforce reporting tools.
- Ability to work independently and manage several workforce management functions at once.
- Strong communication and stakeholder management skills.
- Experience supporting outsourced contact centre partners is an asset.
- Experience supporting customer service operations in Canada and the U.S. is an asset.
Benefits
- Company-paid health and dental coverage starting on the first day.
- Company-funded health spending account.
- Deferred Profit Sharing Plan and RRSP matching to support retirement savings.
- Support for ongoing learning.
- Paid personal and sick days in addition to vacation.
- Summer hours.
- Company-sponsored social events and more.
- Discretionary bonus.
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