Senior Workforce Management Analyst
New
Fully remote work flexibility within CanadaFull-TimeSenior
Salary82,000 - 111,000 CAD per year
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Job Details
- Experience
- 5–8+ years
- Required Skills
- Microsoft ExcelGoogle Sheets
Requirements
- 5–8+ years of experience in Workforce Management, forecasting, capacity planning, or similar roles within a customer service or contact center environment.
- Proven experience building WFM processes and models from the ground up.
- Strong background in contact volume forecasting across multiple channels and service tiers.
- Hands-on experience working with or managing BPO/contact center outsourcing partners.
- Advanced proficiency in Excel or Google Sheets, including complex modeling, scenario planning, and data analysis.
- Familiarity with WFM tools (e.g., NICE, Verint, Genesys, or similar platforms).
- Strong business acumen with the ability to connect workforce planning to customer experience outcomes.
- Excellent communication skills with experience presenting to senior or executive stakeholders.
- Ability to work effectively in ambiguous, fast-evolving environments and build scalable processes.
- Strong collaboration and influencing skills across cross-functional teams.
Responsibilities
- Build and own end-to-end Workforce Management frameworks, including contact volume forecasting across Tier 1, Tier 2, and Tier 3 support functions and multiple channels (voice, email, chat, social).
- Develop and maintain capacity planning and headcount models to support hiring plans, attrition, productivity assumptions, and service level objectives.
- Translate demand forecasts into actionable staffing strategies for internal teams and external BPO partners.
- Partner with outsourced providers to monitor performance, ensure SLA adherence, and optimize staffing efficiency.
- Support scenario modeling for business changes, new initiatives, and volume fluctuations.
- Contribute to budgeting cycles, long-range planning, and cost optimization strategies for workforce operations.
- Present insights, risks, and recommendations to senior leadership to support data-driven decision-making.
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