Senior Workforce Management Analyst

Wawanesa Insurance•Edmonton, AB

1d•CA$85,000 - CA$115,000•Hybrid

About The Position

Working under minimal supervision, the Senior Workforce Management Analyst plays a key role in enabling Wawanesa to meet its operational objectives through accurate workforce forecasting, planning, and performance analysis. This role serves as a senior planner within the Workforce Management team, applying statistical methods and structured planning approaches to develop forecasts, capacity plans, and data‑driven recommendations across various operations. The Senior Analyst collaborates closely with leaders at all levels—from supervisors to vice presidents—to ensure workforce plans align with operational needs and strategic priorities. This role also contributes to enterprise workforce optimization by providing insights that improve resource utilization, service performance, and operational efficiency. Through clear communication and strong analytical support, the Senior Workforce Management Analyst helps inform decision‑making and advance a performance‑based, data‑driven culture at Wawanesa.

Requirements

Undergraduate degree in Statistics, Mathematics, Finance, Data Science, or a related discipline; equivalent experience considered.
3–5 years of experience in Workforce Management, workforce analytics, or operational planning within insurance, financial services, or a service-driven environment in both contact center and back-office environments.
Strong expertise in forecasting, capacity planning, scenario analysis, and application of Workforce Management metrics across contact center and back-office functions.
Advanced proficiency in Excel, Power Query, SQL, and Power BI; experience using Workforce Management platforms such as Genesys Cloud.
Experience applying advanced analytical techniques (e.g., Python, R, statistical or scenario-based modeling); exposure to advanced simulation techniques is an asset.
Strong analytical, problem‑solving, and critical‑thinking skills, with the ability to interpret complex information and connect workforce insights to broader business objectives and operational implications.
Effective communication and influencing skills, able to work independently and collaboratively in a fast‑paced environment, manage multiple priorities, and remain committed to continuous learning and best practices.
Ability to leverage AI and emerging technologies to support analysis, forecasting, and optimization is required.

Nice To Haves

exposure to advanced simulation techniques is an asset.

Responsibilities

Design, maintain, and continuously improve Workforce Management planning processes to deliver accurate forecasts for contact center and back‑office operations across various operations.
Lead the development, maintenance, and refinement of FTE forecasts by analyzing business drivers, seasonality, and operational trends as required.
Conduct scenario planning and impact analysis to support operational and strategic decision‑making.
Monitor performance against workforce plans and provide insights and recommendations to improve accuracy, outcomes, and resource utilization.
Apply service level, occupancy, productivity, and shrinkage metrics in forecasting, reporting, and workforce optimization analysis across contact center and back‑office environments.
Lead workforce optimization analyses by evaluating staffing patterns, workload distribution, productivity, and service performance to identify opportunities that improve efficiency and service delivery.
Develop, maintain, and present workforce dashboards, KPI reporting, forecast‑to‑actuals, and performance summaries, translating complex data into clear, actionable insights.
Partner with operational leaders and cross‑functional teams to incorporate business requirements and drivers into workforce plans and forecasts.
Coach and support peers and stakeholders on forecasting methodologies, reporting practices, and interpretation of workforce insights.
Lead annual FTE budgeting activities and conduct scenario and impact analyses.
Maintain current knowledge of Workforce Management methodologies, practices, and industry trends.
Perform other duties as required.