SeniorWorkforceManagementAnalyst

## 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 Ca