Workforce Planning Manager

Job summary

The Workforce Planning Manager leads a team of analysts to develop accurate labour forecasting models and scheduling strategies for contact centre operations. They are responsible for optimizing service levels and internal processes to ensure consistent, high-quality customer service.

Job details

Branch: Gas Affiliation: Management & Exempt Employment Status: Full-Time Regular Expected Hiring Range: $102,600.00 to $120,600.00 Annually Short-term Incentive Eligible: Yes Workplace Flexibility: Yes Posting End Date: Open until filled As the province’s largest energy provider with more than 100 years of knowledge and experience, we proudly deliver renewable energy, natural gas, electricity and propane to 1.3 million customers. We're actively seeking new talent to join our mission of delivering a stronger energy future in B.C. As one of BC's Top Employers [https://reviews.canadastop100.com/top-employer-fortis-bc?_gl=1*122jb2r*_ga*OTIxNDI1NDAuMTcxMTEyODAwNA..*_ga_H481FDLVWD*MTcxMTEyODAwNC4xLjEuMTcxMTEyODE4MS4wLjAuMA..#bc] with a diverse team of over 2,700 employees, we are committed to a safe and inclusive culture where each of us can connect, belong, and grow. Join us, and together, let's shape a brighter future for B.C. POSITION OVERVIEW You’re a reporting mastermind with a natural talent for analyzing labour scheduling requirements to maximize the skills of any workforce. You’re an exceptional leader well-versed in workforce management who can leverage information to accurately forecast labour models to support scheduling strategies to achieve strategic objectives. As our Workforce Planning Manager, you’ll put your expertise to work and lead a team of analysts to provide effective labour recommendations for more than 200 customer service representatives, who are crucial to supporting our more than 1.2 million customers. Through accurate and consistent forecasting models, you’ll continuously provide solutions to ensure our workforce is scheduled appropriately to provide the world-class service our customers expect and deserve. IN THIS ROLE, YOU WILL: * Manage the daily, monthly, and annual service levels of the contact centres by analyzing the support needed to support peak and high call volume times. * Deliver effective short-term forecasts and scheduling needs to ensure our customers continue to receive exceptional and consistent customer service. * Optimize internal processes and utilize reporting to achieve the highest level of performance to meet departmental goals. * Provide recommendations on best practices to enhance workforce planning activities to achieve the department’s short and long-term success. WHAT IT TAKES: * A bachelor’s degree in commerce, business administration or data analytics or 10 years of relevant experience in a similar role. * Experience working in a unionized or regulatory environment is an asset. * Working knowledge of workforce management systems. * Exceptional reporting and analytical skills with expert knowledge in Microsoft Excel. * An excellent collaborator who’s detail-oriented and solutions-driven. * Knowledge of NiCE workforce management systems is an asset In this role, you will have the option to participate in a flexible work program, enabling you to work from an approved flex location in British Columbia up to 85 days a year (equivalent to approximately two days a week), subject to business or operational needs. Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive, and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community. To learn more about the recruitment process with FortisBC, please visit the You’re Applying. What now? [https://careers.fortisbc.com/content/Youre-applying-What-now/?locale=en_US] page for additional information. FortisBC acknowledges and respects Indigenous Peoples in Canada, on whose Traditional Territories we all live and work. FortisBC is committed to Reconciliation with Indigenous Peoples and is guided by our Statement of Indigenous Principles [https://www.fortisbc.com/in-your-community/indigenous-relationships-and-reconciliation/our-statement-of-indigenous-principles]. #LI-Hybrid

What you’ll do

The Workforce Planning Manager leads a team of analysts to develop accurate labour forecasting models and scheduling strategies for contact centre operations. They are responsible for optimizing service levels and internal processes to ensure consistent, high-quality customer service.

Requirements

Candidates must possess a bachelor's degree in commerce, business administration, or data analytics, or have 10 years of relevant experience. Proficiency in workforce management systems and expert-level Microsoft Excel skills are required.

Benefits

• Competitive salary • Benefits package • Career development • Volunteer opportunities

Listed skills

• Process Optimization · Preferred
• Problem solving · Preferred
• Collaboration · Preferred
• Leadership · Preferred
• Microsoft Excel · Preferred
• Communication · Preferred
• Reporting · Preferred
• Forecasting · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Workforce management
• Data analytics
• Forecasting
• Labour scheduling
• Reporting
• Microsoft Excel
• Leadership
• Analytical skills
• Process optimization
• Strategic planning
• Customer service management
• Communication
• Collaboration
• Problem solving
• Natural Gas
• Regulatory Environment
• Strategic Objectives
• Analytical Skills
• Data Analysis
• Reconciliation
• Business Administration
• Management
• Customer Service
• Workforce Planning
• Workforce Management
• Scheduling
• Solutions Focused
• Detail Oriented

Job areas

• Management & Leadership
• Data & Analytics
• Customer Service & Support
• Energy
• Workforce Planning Manager
• Human Resources Manager
• Human Resource Managers
• Human Resources Managers