Manager Forecasting, Workforce Management

Role overview

Forecasting and capacity planning

• Lead analysts and develop, maintain, and refine forecasts and resource plans that consider volume, productivity, attrition, training, and external factors.
• Model workflows and demand patterns, forecast demand across business units, calculate staffing levels, and translate forecast volumes into capacity models.
• Collect and analyze capacity, supply, demand, and business-process data; maintain forecasts, models, and performance measures.
• Evaluate forecast accuracy and model validity, apply statistical rigor, and recommend actions when metrics drift from target.

Leadership and stakeholder work

• Advise senior leaders with analysis and recommendations for evidence-based operational decisions.
• Assess project and initiative impacts on workload and capacity and align planning with other Workforce Management teams.
• Lead projects through planning, estimation, and completion; improve workforce management processes.
• Act as a subject matter expert or technical team lead and ensure accurate, timely data aligned with partner needs.

Required qualifications

• At least 3 years of data analysis experience emphasizing forecasting, predictive analysis, or demand planning.
• At least 5 years of stakeholder management, process optimization, and/or workforce planning experience.
• Forecast modeling experience using Python and AWS SageMaker; Tableau or Power BI visualization proficiency; strong SQL skills.
• Advanced time-series analysis and statistical or simulation-based forecasting experience; knowledge of forecast accuracy and model validity.
• Experience translating forecasts into capacity models, managing people, coordinating work, and leading projects.
• Understanding of Erlang-C and workforce management model limitations.
• French and English, spoken and written, are required for the Quebec posting.
• Reliability Status Clearance must be obtained before the start date.

Preferred skills and experience

• A bachelor's degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience is preferred.
• Experience with IEX, Genesys, Amazon Connect, or Pega workforce management software is preferred.
• Experience with forward-looking capacity plans, hiring recommendations, or skills bottlenecks is preferred.
• Call or contact center experience, BPO experience, queuing theory, and continuous improvement methods are preferred.

Additional information

• The employer describes a collaborative culture, wellness programs, career paths, and analytics and workforce management communities.

Compensation

• The posted base pay range is 85,000–128,000; the description does not specify a pay cadence.
• Eligible employees may participate in discretionary incentive plans subject to individual and company performance.