Workforce Management (wfm) Analyst

September 23 2022
Industries Healthcare, social assistance
Categories Recruitment, Staffing
Winnipeg, MB

CBI Health is Canada’s leading community healthcare provider, and our passionate team is at the heart of what we do. Every day, our 13,000 staff make a meaningful difference in our clients’ lives as we live the core values that define us: heart, respect, reliability, teamwork and innovation. Along with mentoring and continuous learning opportunities to help advance your career, we are building a culture of inspiration, recognition and celebration for the meaningful work our team does every day, all across the country. Join the new CBI Health and find where your better begins.

Workforce Management (WFM) Analyst

CBI Health is looking for a WFM Analyst with a passion for customer experience and internal communications to join our National Client Service Centre team.

The ideal candidate has a strong understanding of contact centers and systems and can thrive in a fast-paced, constantly evolving, high-volume environment. The successful candidate will maintain a flexible task list and is constantly in tune with all client-facing activity. The WFM Analyst will take ownership of scheduling activities to produce, maintain and communicate effective work schedules for NCSC staff. This includes creating optimal schedules with layered off-phone activities like training, meetings etc.

Schedule: Full time position (Monday – Friday 10:00 a.m. – 6:00 p.m. Central Time); Able to work evening and weekends as required

Take a look inside what you’ll do each day,

As a WFM Analyst, you will:

  • Develop, communicate, maintain, and update schedules to optimize NCSC KPIs
  • Monitor shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis, and real time performance
  • Monitors, reviews, and provides recommendations for optimal intervals for non-phone activities (training, meetings, coaching, etc.)
  • Prepares root cause analysis of Service Level performance, staffing and update reasons for aberrations for previous day
  • Identifies course of action or makes recommendations relating to staffing deviations based on observations (Shift Extensions and Overtime offers, Schedule Adjustments, Skill changes).
  • Analyzes forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels
  • Ensures that optimum service levels and other NCSC KPIs are achieved on a monthly, daily, and intraday basis to drive up service level consistency performance
  • Assumes and performs other duties and responsibilities as required


To take on the role of a WFM Analyst, you must possess the following:

  • 2 years of WFM experience with skills in Intraday Management, Capacity Planning, Scheduling, and Forecasting.
  • Proficiency in compiling, analyzing, and summarizing large amounts of raw data using Excel
  • Intermediate or higher Excel Skills
  • Understanding of call center operations & metrics (i.e., AHT, Adherence, Occupancy, etc.)
  • Prior experience with Workforce Management tools
  • Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously
  • Excellent interpersonal skills and integrity with strong customer service skills

This Job Opportunity closes on October 5, 2022. We thank all applicants; however, only those selected for an interview will be contacted.

About Us

For millions of Canadians, CBI Health is where better begins. We are Canada’s leading community healthcare provider, reliably delivering innovative rehabilitation and home care programs that help our clients achieve their health goals. With 250+ locations and supporting more than 800 communities, people are at the heart of what we do. Every day, all across the country, our 13,000 staff work together to make a meaningful difference in our clients’ lives and help shape healthcare for the better. Learn more at

CBI Health is committed to providing a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and contribute to the diversification of ideas and perspectives that help us innovate and provide the best possible care to our clients.

We welcome applications from all individuals regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristics that make each of us different.

Apply now!

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