WF Scheduling Analyst

Insurance Corporation of British Columbia • Surrey, BC

3d • Hybrid

About The Position

ICBC’s Workforce Services department is looking for a Workforce Scheduling Analyst to join their team. In this role, your primary responsibility will be to create short- and long-term work schedules and perform detailed analysis using Workforce Management (WFM) tools to support forecasted workload, compensation budgets, and service level goals in a call-center environment. The successful candidate will be an important part of a fast-moving department and will work closely with cross-functional teams.

Requirements

• Minimum 1 year of hands-on experience working with a Workforce Management (WFM) tool, preferably Alvaria Workforce or a comparable enterprise WFM platform.
• Minimum 1 year of experience working in an analyst role, applying analytical methods to support operational or business decision-making.
• Advanced Microsoft Excel proficiency, including experience working with complex formulas, pivot tables, and large datasets.
• Strong analytical, problem-solving, and critical-thinking skills.
• Ability to interpret data and clearly communicate findings, trends, and variances to both operational and leadership audiences.
• Strong written and verbal communication skills, with experience preparing clear, concise analytical materials.

Nice To Haves

• Direct workforce scheduling experience, ideally in a call-centre or high-volume operational environment.
• Experience interpreting forecasts, service level goals, and workload drivers to inform short- and long-term schedules.
• Previous experience supporting workforce planning, scheduling analysis, or capacity modelling activities.

Responsibilities

• Create short- and long-term work schedules using Workforce Management (WFM) tools.
• Perform detailed analysis using WFM tools to support forecasted workload, compensation budgets, and service level goals in a call-center environment.
• Analyze agent compensation to ensure schedules, extra hours, and overtime offerings remain within department budget.
• Interpret and explain variances in contact center results from performance goals, including analyzing and communicating the impact of proposed changes to service levels and budgets.
• Provide analytical input to resource planning and staffing decisions.
• Liaise with call center operations to maintain a strong understanding of business requirements and influence the implementation of workforce best practices.
• Prepare written materials to support analysis, including trend identification, cost/benefit analysis, and statistical analysis.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed