Manager, Contact Centre Performance & Analytics
This is a Full-Time, permanent position starting as soon as possible.
Location & Hours
Work location: On-site at Distress Centre Calgary, 999 8 Street SW, Suite 500.
Hours: Monday to Friday, 9:00 am to 5:00 pm primarily in office with some flexibility to work remote or staggered hours.
What We Offer
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Generous Vacation Entitlement
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RRSP matching and Health Spending Account
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Extended health and dental benefits
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Access to on-site gym at no cost
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Paid development days and a staff development fund
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A supportive, mission-driven workplace where you can grow, take on new challenges, and collaborate with colleagues that value integrity, hard work, and making a meaningful community impact
Who We Are
For over 50 years, Distress Centre has served Calgary and Southern Alberta by providing 24-hour crisis support, information, and resources at no cost. Distress Centre does not define crisis. We do not judge. Anyone can call us day or night.
We are committed to fostering a respectful, inclusive workplace where employees are valued, experience a sense of belonging, and are confident being their most authentic selves. We welcome and encourage applications from Indigenous peoples, people with disabilities, and members of equity-deserving groups. We value all the ways that our community is diverse – in identity, experience and perspective.
What to Expect
The Manager, Contact Centre Performance & Analytics reports to Director, 24/7 Crisis and Navigation and is an experienced operational analytics and workforce planning leader with a strong background in contact centre performance management, workforce optimization, and business intelligence. This role brings a proven ability to transform complex operational data into actionable insights that improve service delivery, support strategic decision-making, and enhance organizational effectiveness.
An ideal candidate for the position has experience in contact centre operations, workforce planning, and performance analytics ideally within crisis services, healthcare, government, or not-for-profit environments. They have strong forecasting and business intelligence skills, coupled with the ability to translate complex operational data into actionable insights that support senior leadership decision-making.
What You’ll Do
Performance Analytics & Reporting
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Lead contact centre performance reporting and analytics to support high-quality crisis and navigation services.
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Monitor service levels, call volumes, staffing trends, and operational performance across multiple service lines.
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Create dashboards, reports, and data visualizations that turn complex information into actionable insights.
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Prepare briefings, presentation, and recommendations that support informed decision-making.
Workforce Planning & Optimization
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Develop forecasts, staffing models, and workforce plans that help ensure the right resources are available when they are needed most.
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Analyze workforce trends and operational demands to identify risks, opportunities, and capacity requirements.
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Support service level achievement and workforce optimization through data-driven planning and recommendations.
Strategic Planning & Continuous Improvement
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Partner with leaders across Distress Centre Calgary and CMHA Edmonton to support operational planning and organizational priorities.
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Evaluate programs, initiatives, and operational processes to measure outcomes and identify opportunities for improvement.
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Translate operational data into strategic recommendations that improve efficiency, effectiveness, and service delivery.
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Champion a culture of continuous improvement through evidence-based decision-making.
Performance Measurement & Data Governance
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Develop and maintain KPIs, performance measurement frameworks, and reporting processes.
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Promote data quality, consistency, and reporting integrity through strong data governance practices.
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Collaborate with technical and non-technical stakeholders to develop reporting and analytics solutions that meet business needs.
What You Bring
Key Qualifications & Skills
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Bachelors degree in Business Administration, Commerce, Statistics, Economics, Public Administration, Social Sciences, or a related field.
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5-8 years of progressive experience in contact centre analytics, workforce management, operational planning, business intelligence, or performance measurement. Experience working within healthcare, mental health, social services, government, or not-for-profit sectors considered a strong asset.
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Experience supporting contact centres with 50+ FTEs and multiple service lines.
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Strong analytical skills, with knowledge of statistical analysis, forecasting, and information reporting.
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Data storytelling and executive presentation skills, with strong ability to communicate complex data in clear and meaningful ways.
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Demonstrated ability to develop and create strategic business cases, implement effective solutions to improve business process, and see them through completion.
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Strategic and analytical thinking, with ability to identify and mitigate risks.
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Workforce optimization and service level management.
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Project leadership and change management.
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Collaboration across technical and non-technical teams.
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Strong written communication skills and briefing note development.
Technical Expertise
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Contact centre workforce management and forecasting methodologies.
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KPI design, governance, and performance measurement frameworks.
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Operational reporting and dashboard development.
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Statistical analysis, trend analysis, predictive modelling, and forecasting.
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Business intelligence tools such as PowerBI, Tableau, Qlik, or Looker.
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Advanced Excel, SQL, and data visualization techniques.
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Telephony platforms (Genesys, NICE, or similar).
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Data quality, governance, and reporting controls.
How to Apply
Please submit your resume and cover letter through ours ADP Career Centre.
Distress Centre is an inclusive workplace. If you are invited for an interview and require accommodation, please let us know. If you require accommodation during the application process, please call our main office and ask to speak to Human Resources.
We thank all applicants for their interest; only those selected for an interview will be contacted.
