WF Scheduling Analyst

Note: This is an internal ICBC job posting. External applicants will not be considered at this time. 

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At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities.  By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

Posting closing date: April 22, 2026

We look forward to hearing from you!

Position Highlights

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.

Other responsibilities include:

• Analyzing agent compensation to ensure schedules, extra hours, and overtime offerings remain within department budget
• Interpreting and explaining variances in contact center results from performance goals, including analyzing and communicating the impact of proposed changes to service levels and budgets
• Providing analytical input to resource planning and staffing decisions
• Liaising with call center operations to maintain a strong understanding of business requirements and influencing the implementation of workforce best practices
• Preparing written materials to support analysis, including trend identification, cost/benefit analysis, and statistical analysis

The successful candidate will be an important part of a fast-moving department and will work closely with cross-functional teams.

Position Requirements

Required qualifications (must have):

• 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

Preferred qualifications (strong asset):

• 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

Core competencies:

• 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

Continue your career with us:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. If you are reliable and dependable, we encourage you to apply for this exciting opportunity. Continue your career as part of our talented and diverse team, as we work together to create an insurance system we can all be proud of.  

Work arrangements defined: 

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia.