[Hiring] Workforce Planning & Analytics Specialist @BioScript Solutions

Role Description

As a Workforce Planning and Analysis Specialist, you will be responsible for workforce planning and optimizing staff schedules for two interconnected operational units: the Coverdale Resource Centre (CRC), which has 75 team members, and a national network of over 100 specialized infusion and injection clinics. You will play a key role in Coverdale's multi-year operational transformation by providing the planning infrastructure, analytical rigor, and data-driven insights necessary to reduce patient wait times, improve service consistency, and support national scaling.

• Develop and maintain short-, medium-, and long-term staffing models for the 75-person CRC team, using call volume forecasting, handle time analysis, and service level targets to ensure appropriate capacity at all times.
• Own CRC scheduling design and real-time queue management principles, including shift structure, scheduling rotations, break optimization, and bilingual coverage requirements.
• Model clinic staffing requirements across 100+ locations against patient referral volumes, infusion chair utilization, treatment cycle lengths, and seasonal demand patterns, working through the National Clinic Manager.
• Build and maintain workforce analytics dashboards and reporting tools that consolidate data from multiple systems into a clear, accessible view of staffing performance, adherence, occupancy, shrinkage, and service levels.
• Track workforce KPIs against business targets for both the CRC and clinic operations, surfacing early warning signals and recommending corrective actions before they escalate into service delivery issues.
• Identify capacity gaps and structural staffing risks in advance, including single points of failure in key clinic markets, and work with operational leaders to develop concrete response plans.
• Partner with the Manager of Clinical Education to ensure staffing models account for nurse orientation timelines, competency milestones, and ongoing training requirements across clinic locations.
• Translate workforce data into plain-language operational insights, with clear recommendations and implications, for presentation to non-technical operational leaders and senior stakeholders.
• Work with operations teams to standardize how workforce inputs are captured and recorded, improving data quality and consistency across both the CRC and clinic environments.
• Support the development of staffing standards and benchmarks by clinic type and size, enabling consistent and measurable operational performance as the national network grows.
• Lead the evaluation and support the potential implementation of workforce management technology platforms (such as NICE, Verint, Calabrio, or Assembled) suited to a distributed healthcare environment.
• Develop workforce planning SOPs, governance frameworks, and scheduling playbooks that can be applied consistently and scaled nationally across Coverdale operations.
• Partner with the CRC Senior Manager to align staffing models with evolving call drivers, including PSP program onboarding, new therapy launches, and patient volume growth.

Qualifications

• A combination of education and directly relevant experience will be considered for this role. This may include a post-secondary degree or diploma in Business Administration, Operations Management, Data Analytics, Healthcare Administration or a 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 is required, including demonstrated end-to-end WFM accountability in a contact centre environment (forecasting, scheduling, real-time management, and reporting).
• Experience working across multiple business units or geographies with distributed teams is required.
• Experience in healthcare, home care, or a regulated clinical environment is strongly preferred, as is familiarity with patient support programs (PSPs), specialty pharmacy, or infusion/injection therapy delivery models.
• Experience leading or contributing to the evaluation or implementation of WFM technology platforms (such as NICE, Verint, Calabrio, or Assembled) is a strong asset.
• Experience building workforce governance frameworks, SOPs, or operational playbooks from the ground up is also strongly preferred.

Requirements

• Strong analytical and data modelling skills, with demonstrated ability to build forecasting and staffing models in Excel or equivalent tools and present findings clearly to non-technical audiences.
• Proficiency with workforce management platforms and scheduling tools; familiarity with WFM technology evaluation and implementation processes.
• Ability to consolidate and interpret data from multiple operational systems into clear, actionable workforce insights.
• Proven ability to build planning structure, methodology, and reporting infrastructure in ambiguous or evolving environments.
• Strong written and verbal communication skills, with the ability to translate complex data into decisions and recommendations for operational leaders and senior stakeholders.
• Demonstrated ability to work collaboratively and influence without a direct reporting line across cross-functional and geographically distributed teams.
• Systems thinking skills, with the ability to manage planning complexity across two operationally distinct environments simultaneously.
• English proficiency is required for this position to effectively communicate with internal and external stakeholders.
• Bilingualism in English and French is a significant asset given CRC bilingual requirements and the national clinic footprint.

Benefits

• Flexible remote work options because we value your time and well-being.
• Committed to fostering a culture of growth, where every team member is encouraged to pursue new skills, expand their knowledge, and advance their careers.
• Over 1,500 team members across Canada and year over year we manage to maintain an overall above industry engagement score by using a monthly pulse survey.
• Competitive salary, incentive program, and comprehensive benefits package.