Job Order Detail

Description

Are you a strategic thinker with a sharp eye for data and a passion for optimizing customer service operations? The City of Regina is hiring a Workforce Planning & Systems Specialist to support Service Reginas contact centre and corporate systems.

In this vital role, you'll drive efficient workforce scheduling and performance forecasting, manage CRM and phone systems, and develop actionable insights to elevate customer experience city-wide. Reporting to the Manager, Customer Experience, youll collaborate across departments to implement service improvements backed by data and analytics.

What Youll Do:
Forecast call volumes and develop dynamic scheduling plans to meet service level targets
Analyze workforce performance, identify gaps, and recommend staffing strategies
Oversee CRM and phone system maintenance, ensuring seamless service delivery
Design and manage reports to support operational insights and business decisions
Coordinate system testing, troubleshooting, and quality assurance
Act as a key liaison for software enhancements, upgrades, and cross-departmental initiatives

What Were Looking For:
Degree in Business Administration or related field (Workforce Management or IIBA Certification is an asset)
3+ years of experience in a call centre or customer-facing service environment
Proven ability to forecast, schedule, and optimize workforce productivity
Strong command of Microsoft Excel and data reporting tools
CRM system administration and data integrity management experience
Exceptional communication and analytical skills


To view the full job description and apply, please visit https://jobs.regina.ca/. Note: The City of Regina only accepts