Workforce Planning & Analytics Specialist

🕒 September 24

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📉 Data Analyst

👻 Ghost score 16%

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BioScript Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

📦 Logistics

🏥 Healthcare

💊 Pharmaceuticals

Logistics • Healthcare • Pharmaceuticals

BioScript Solutions is a Canadian specialty pharmacy and specialty-care services provider that helps patients with chronic and complex conditions access specialty drug therapies. The company operates infusion clinics and pharmacies, runs patient support programs, and offers wholesale pharmaceutical distribution and third-party logistics to manufacturers, payors and healthcare practitioners across Canada. BioScript focuses on patient-centred care, medication delivery and care coordination to improve health outcomes and simplify access to specialty treatments.

📋 Description

• Develop and maintain short-, medium-, and long-term staffing models for the 75-person CRC team • Use call volume forecasting, handle time analysis, and service level targets to ensure appropriate capacity • Own CRC scheduling design and real-time queue management principles • Design shift structures, scheduling rotations, break optimization, and bilingual coverage requirements • Model clinic staffing requirements across 100+ locations using referral volumes, infusion chair utilization, treatment cycle lengths, and seasonal demand • Build and maintain workforce analytics dashboards and reporting tools • Consolidate data from multiple systems to report on staffing performance, adherence, occupancy, shrinkage, and service levels • Track workforce KPIs against business targets and recommend corrective actions • Identify capacity gaps and structural staffing risks and develop response plans with operational leaders • Partner with Clinical Education on nurse orientation timelines, competency milestones, and training requirements • Translate workforce data into operational insights and recommendations for non-technical leaders and senior stakeholders • Standardize workforce data capture and recording across CRC and clinic operations • Support staffing standards and benchmarks by clinic type and size • Lead evaluation and support potential implementation of workforce management platforms such as NICE, Verint, Calabrio, or Assembled • Develop workforce planning SOPs, governance frameworks, and scheduling playbooks for national deployment • Align staffing models with call drivers including PSP onboarding, new therapy launches, and patient volume growth

🎯 Requirements

• A combination of education and directly relevant experience will be considered • Post-secondary degree or diploma in Business Administration, Operations Management, Data Analytics, or Healthcare Administration, or certification in workforce management, operations research, or data analytics • Minimum 5 years of progressive experience in workforce management, workforce planning, or operations analytics • Demonstrated end-to-end workforce management accountability in a contact centre environment, including forecasting, scheduling, real-time management, and reporting • Experience working across multiple business units or geographies with distributed teams • Healthcare, home care, or regulated clinical environment experience strongly preferred • Familiarity with patient support programs, specialty pharmacy, or infusion/injection therapy delivery models preferred • Experience evaluating or implementing WFM technology platforms such as NICE, Verint, Calabrio, or Assembled is an asset • Experience building workforce governance frameworks, SOPs, or operational playbooks preferred • Strong analytical and data modelling skills • Ability to build forecasting and staffing models in Excel or equivalent tools • Proficiency with workforce management platforms and scheduling tools • Ability to consolidate and interpret data from multiple operational systems • Ability to build planning structures, methodologies, and reporting infrastructure • Strong written and verbal communication skills • Ability to collaborate and influence across cross-functional and geographically distributed teams • Systems thinking skills • English proficiency required • Bilingualism in English and French is a significant asset

🏖️ Benefits

• Flexible remote work options • Growth opportunities and career advancement support • Competitive salary • Incentive program • Comprehensive benefits package • Healthy and safe work environment • Diversity, inclusion, belonging, and equity commitments • Accessible workplace and accommodations available on request

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