The Opportunity

Moncton, NB
Business Analysis
Full-time - Permanent
Competition Number: 03-23100

Work location: Office or Hybrid from Moncton, NB

Atlantic Lottery (AL) is seeking a Workforce and Performance Analyst located in Moncton, NB.

As our Workforce and Performance Analyst you will be responsible for overseeing all aspects of workforce optimization and performance analysis of the Customer Care Center. This would include creating and communicating forecasts and schedules with the goal of maximizing workforce availability in the Customer Care Center to meet performance objectives and customer satisfaction for each communication channel.

This role will develop and optimize operational reporting, dashboards, and analysis to identify trends, issues, and opportunities; uncovering levers impacting these issues, and developing recommendations for improvement.

Closing Date: March 26, 2023, at 11:59pm (ADST)

What you'll do


  • Conduct regular FTE and contact forecasting and scheduling for the contact center to achieve its service level objectives.
  • Maintain attendance records and approval of an employee's timecard in Workforce Now, bi-weekly.
  • Assess daily staffing levels, including leave replacement and holiday coverage recommendations.
  • Create, and the analysis of, reports (regular and ad-hoc) for KPI's and metrics.
  • Appropriately respond to service level variations by recommending action to leadership team in Customer Care.
  • Act as the real-time monitor for the operations team by providing direction, guidelines, and performance updates to hit performance objectives.
  • Regularly monitor business performance and/or identify trending to report to our supported stakeholder.

What you'll need


Education and Experience:

  • Bachelors or Diploma in a Business-related program is preferred;
  • Minimum of 1 year working in a Business Analyst role is preferred;
  • Must be 19 years of age or older to apply.

Professional Skills:

  • Essential to have research skills required to undertake research and data collection to identify future trends based on past performance;
  • Organizational skills ensuring an efficient workplace environment and prioritizing a range of tasks to meet deadlines;
  • Communication skills: Importance on having excellent writing and verbal communication skills to effectively convey information and develop presentations for multiple levels of the organization;
  • Analytical skills: The ability to analyze large amounts of data and provide recommendations to support the development of long and short-term business strategies.

AL Benefits:

  • Extended health coverage that includes medical, dental, and vision.
  • Basic life insurance, disability, and wellness programs.
  • Defined Benefit Pension Plan.
  • Three weeks of vacation annually (pro-rated) and 13 paid statutory holidays.
  • Three personal leave days per year.
  • Two volunteer days per year.
  • Short-term incentive program based on personal and corporate performance.
  • Career advancement opportunities.

Recruitment Process: The last couple of years has accelerated change across our workplace, including our hiring practices! As a result, throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person. Our application process typically involves two interviews and Predictive Index (PI) Assessment/Testing. The successful candidate will be subject to reference and criminal background checks.

Internal Employees: Internal Employees interested in this opportunity must be in "good standing," which includes meeting expectations on their last performance review. Performance improvement plans, disciplinary action, attendance, mandatory training, and other performance related items will also be taken into consideration when determining the applicant's "good standing" status.

A little bit about us

Atlantic Lottery

Our players have been having fun and "dreaming big" since 1976 when Atlantic Lottery started offering lottery games on behalf of the governments of Nova Scotia, New Brunswick, Newfoundland and Labrador and Prince Edward Island. The game options have grown and changed over the years and so has our workforce! Today's Atlantic Lottery has more than 600 employees, who are the heart and soul of our business. We offer everything from dare-to-dream draw games to online bingo; breakopen tickets to sports wagering; and games in social settings and on the internet. With games come winners - big and small wins every day - but the best thing about lottery games is that when you choose to play with us, everyone benefits. 100% of our profits go back into our communities. That feels good! #ProudToBeAL

We are proud, gritty, community-minded, and punch above our weight. Being Atlantic Canadian means that we work hard and we know how to have fun. It also means that we genuinely care for each other as co-workers, neighbours, and friends.

Now that you can work from anywhere, your best life is waiting in Atlantic Canada. At Atlantic Lottery, you can choose to live and work in any of our four Atlantic provinces. Explore living East:

Are you interested?

Work With Us

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodations), please let us know and we will work with you to meet your needs.

We thank all applicants for their interest, however, only those selected for an interview will be contacted. Please note that the successful candidate will be subject to reference and criminal/educational background checks prior to employment.