Salary :
Activate JobCopilot
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Workforce Management Analyst based in Canada.
This role is a key strategic position within a growing Customer Service organization focused on scaling Workforce Management capabilities from the ground up.
You will be responsible for building forecasting, capacity planning, and headcount modeling frameworks across multiple support tiers and contact channels.
The position plays a critical role in shaping staffing strategies, operational efficiency, and service performance outcomes.
You will act as a trusted advisor to Customer Service leadership, influencing both short-term execution and long-term workforce strategy.
The role also involves close collaboration with outsourced partners to ensure alignment on SLAs, staffing, and performance metrics.
It is ideal for someone who thrives in building structure in complex, evolving environments and enjoys blending analytics with business impact.
You will operate in a highly collaborative, mission-driven, and remote-friendly environment with significant visibility and influence.
Accountabilities:
- 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.
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.
Benefits:
- Competitive compensation package ranging from $82K – $111K CAD
- Fully remote work flexibility within Canada (with eligible provinces)
- Comprehensive health and wellness benefits
- Generous paid time off and flexible scheduling for better work-life balance
- Professional development opportunities including training programs and tuition reimbursement
- Career growth in a mission-driven, impact-focused organization
- Inclusive and diverse work culture with strong emphasis on belonging and equity
- Employee engagement initiatives, resource groups, and collaborative team events
- Opportunity to contribute to meaningful social impact on a global scale
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