Workforce Planning & Analytics Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop and manage staffing models for the CRC team, covering short-, medium-, and long-term needs for a team of 75.

• Utilize call volume forecasting, handle time analysis, and service level objectives to ensure optimal capacity.

• Take ownership of scheduling design for the CRC and the principles of real-time queue management.

• Create shift structures, scheduling rotations, optimize breaks, and meet bilingual coverage needs.

• Model staffing needs across over 100 clinic locations by analyzing referral volumes, infusion chair usage, treatment cycle durations, and seasonal demands.

• Construct and maintain workforce analytics dashboards and reporting instruments.

• Aggregate data from various systems to report on staffing performance, adherence, occupancy, shrinkage, and service levels.

• Monitor workforce KPIs in relation to business objectives and suggest corrective measures.

• Identify capacity shortfalls and potential staffing risks, developing strategic response plans alongside operational leaders.

• Collaborate with Clinical Education regarding nurse orientation schedules, competency benchmarks, and training necessities.

• Transform workforce data into actionable insights and recommendations for non-technical leaders and senior stakeholders.

• Standardize the capture and documentation of workforce data across CRC and clinic operations.

• Uphold staffing standards and benchmarks tailored to various clinic types and sizes.

• Lead assessments and facilitate the potential integration of workforce management platforms such as NICE, Verint, Calabrio, or Assembled.

• Formulate workforce planning standard operating procedures (SOPs), governance frameworks, and scheduling playbooks for national implementation.

• Ensure alignment of staffing models with call drivers, including PSP onboarding, new therapy introductions, and patient volume increases.

⛳️ Requirements

• A combination of education and relevant experience will be taken into account.

• A post-secondary degree or diploma in Business Administration, Operations Management, Data Analytics, Healthcare Administration, or certification in workforce management, operations research, or data analytics.

• A minimum of 5 years of progressive experience in workforce management, workforce planning, or operations analytics.

• Proven end-to-end accountability in workforce management within a contact center setting, including forecasting, scheduling, real-time management, and reporting.

• Experience collaborating across multiple business units or geographic locations with distributed teams.

• Experience in healthcare, home care, or a regulated clinical environment is strongly preferred.

• Familiarity with patient support programs, specialty pharmacy, or infusion/injection therapy delivery models is preferred.

• Experience in evaluating or implementing workforce management technology platforms such as NICE, Verint, Calabrio, or Assembled is advantageous.

• Experience in developing workforce governance frameworks, SOPs, or operational playbooks is preferred.

• Strong analytical and data modeling capabilities.

• Proficient in constructing forecasting and staffing models using Excel or similar tools.

• Proficient with workforce management platforms and scheduling applications.

• Ability to consolidate and analyze data from various operational systems.

• Capability to develop planning structures, methodologies, and reporting frameworks.

• Exceptional written and verbal communication skills.

• Ability to collaborate and influence within cross-functional and geographically dispersed teams.

• Strong systems thinking capabilities.

• Proficiency in English is required.

• Bilingualism in English and French is a significant advantage.

🏝️ Benefits

• Flexible remote work options.

• Opportunities for growth and career advancement support.

• Competitive salary.

• Incentive program.

• Comprehensive benefits package.

• Healthy and safe work environment.

• Commitment to diversity, inclusion, belonging, and equity.

• Accessible workplace with accommodations available upon request.