Workforce Planning & Analytics Specialist

What we offer (and why you’ll love it here!):
Epic Work-Life Balance: Flexible remote work options because we value your time and well-being.
Growth Opportunities: Committed to fostering a culture of growth, where every team member is encouraged to pursue new skills, expand their knowledge, and advance their careers.
Vibrant Culture: 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.
Attractive Compensation: Competitive salary, incentive program, and comprehensive benefits package.
What & Where: Full-Time, Permanent & Remote
Why BioScript Solutions?
At BioScript, we're not just a company—we're a fast-growing company always putting patients first. Recognized as one of Canada’s Best Managed Companies, we believe in pushing boundaries, setting trends, and creating meaningful experiences that captivate and inspire. Our vibrant team is made up of innovative minds who are passionate about driving success and making an impact. Ready to be a part of this exhilarating journey?
Your Mission
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.
Education
What You Bring to the Table:
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.
Experience
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.
Skills
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.
Compensation: At BioScript, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location.
We're proud to be an equal opportunity employer. As a people-centric organization, we’re committed to fostering a welcoming culture free of discrimination, and to providing a healthy and safe work environment where all team members can thrive as individuals. Through our commitment to diversity, inclusion, belonging, and equity, we strive to provide an accessible workplace, where individuals feel valued, respected, and supported every day.
We are committed to creating an inclusive and accessible work environment across Canada. In accordance with applicable provincial legislation, including Quebec’s Charter of the French Language, this job posting is provided in both French and English when required. For positions based in Quebec, French language proficiency is required to perform day-to-day duties.
We encourage and accept all applications, however, only candidates selected for interviews will be contacted. Accommodations can be made available on request for candidates taking part in all aspects of the selection process. For inquiries, please email the talent acquisition team at recruitment@bioscript.ca.
Ready to make your mark? If you’re passionate about transforming ideas into extraordinary results and excited to join a forward-thinking team, we want to hear from you!
#INDA
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À titre de spécialiste en analyse et en planification du personnel, vous serez responsable de la planification des effectifs et de l’optimisation des horaires du personnel de deux unités opérationnelles interconnectées, soit le centre de ressources Coverdale (CRC), qui compte 75 membres d’équipe, et un réseau national de plus de 100 cliniques spécialisées en perfusions et en injections. Vous jouerez un rôle essentiel à la transformation opérationnelle pluriannuelle de Coverdale; plus précisément, vous fournirez l’infrastructure de planification, la rigueur analytique et les informations fondées sur les données nécessaires pour réduire les temps d’attente des patients, améliorer la cohérence des services et favoriser l’extension à l’échelle nationale. Vous fournirez un apport individuel principal à l’organisation, et élaborerez des modèles de dotation en personnel, des cadres de planification des horaires et des outils d’analyse qui favorisent deux des indicateurs de rendement clés les plus importants de l’organisation : le délai de l’appel initial et le délai d’accès au traitement.
Ce que nous offrons (et ce qui fera que vous aimerez travailler avec nous!)
Excellent équilibre travail-vie personnelle : nous offrons des modalités de travail à distance flexibles, car votre temps et votre bien-être sont importants pour nous.
Possibilités de croissance : nous nous engageons à favoriser une culture axée sur la croissa

Work arrangement
Yes