Workforce Management Analyst

Metergy Solutions

. Own the Workforce Management function across customer service operations in Canada and the U.S.

Posted 10/22/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$75,000 - CA$90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Workforce Management, including forecasting, capacity planning, and scheduling within contact center environments. Proficient in leveraging analytical skills and tools to drive operational performance and support continuous improvement initiatives.

Highest-signal resume keywords

Workforce Management ExperienceForecasting ExpertiseAdvanced Genesys Workforce ManagementWorkforce Reporting SkillsAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingCapacity PlanningSchedulingWorkforce ReportingWorkforce AnalyticsBusiness AnalysisContact Centre MetricsExcel ProficiencyStaffing ModelsOperational Decision-Making

Soft Skills

Strong CommunicationStakeholder ManagementIndependent OperationMulti-Tasking

Tools & Technologies

Genesys Workforce Management ToolsWorkforce Reporting Tools

Industry Keywords

Contact Centre EnvironmentCustomer Service OperationsIntraday ManagementService Level ObjectivesOperational Trends

About the role

Key responsibilities & impact

Own the Workforce Management function across customer service operations in Canada and the U.S.
Develop short-, medium- and long-term forecasts using historical data, growth assumptions, operational trends and business drivers
Build staffing and capacity plans aligned with customer demand, service level objectives and business requirements
Create and maintain schedules across internal sites and outsourced partners
Manage intraday operations, monitor real-time performance and adjust staffing plans as conditions change
Analyze workforce performance, including service levels, occupancy, adherence, shrinkage, handle times and forecast accuracy
Produce daily, weekly, monthly, quarterly and annual workforce management reporting packages
Identify trends, risks and opportunities and provide actionable recommendations to leadership
Leverage Genesys Workforce Management tools to improve forecasting accuracy, scheduling effectiveness and operational performance
Partner with Service leadership on hiring plans, onboarding schedules, training initiatives and operational projects
Provide workforce management insights supporting Continuous Improvement initiatives
Act as the primary subject matter expert for workforce planning, forecasting, scheduling and reporting
Personally manage the end-to-end workforce management lifecycle and support operational decision-making

Requirements

What you’ll need

5+ years of Workforce Management experience within a contact centre environment
Demonstrated expertise in forecasting, capacity planning, scheduling, intraday management, workforce reporting, workforce analytics and business analysis
Advanced Genesys Workforce Management experience is required
Proven experience building forecasts, staffing models and schedules in a multi-site environment
Strong understanding of contact centre metrics including service levels, occupancy, adherence, shrinkage, average handle time and forecasting accuracy
Advanced analytical and problem-solving skills with the ability to translate data into operational recommendations
Strong proficiency in Excel and workforce reporting tools
Ability to operate independently and successfully manage multiple workforce management functions simultaneously
Strong communication and stakeholder management skills
Experience supporting outsourced contact centre partners is considered an asset
Experience supporting customer service operations across Canada and the U.S. is considered an asset

Benefits

Comp & perks

Fully company covered heath and dental benefits from day 1
Company funded Health Spending Account
Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching
Support for continuous learning
Paid personal and sick days on top of your vacation
Summer hours to enjoy the weather
Company sponsored social events & more!
Discretionary bonus