Workforce Management Analyst

About Metergy

Position Summary

Responsibilities

• Own workforce management across customer service operations in Canada and the U.S.; develop short-, medium-, and long-term forecasts.
• Build staffing and capacity plans and maintain schedules for internal sites and outsourced partners.
• Monitor intraday performance and adjust staffing plans as conditions change.
• Analyze service levels, occupancy, adherence, shrinkage, handle times, and forecast accuracy; produce recurring workforce reports.
• Identify trends, risks, and opportunities and recommend actions to leadership.
• Use Genesys Workforce Management tools to improve forecasting, scheduling, and operational performance.
• Support hiring plans, onboarding schedules, training initiatives, operational projects, and continuous improvement.
• Act as the primary expert for workforce planning, forecasting, scheduling, and reporting.

Requirements

• At least five years of workforce management experience in a contact centre environment.
• Demonstrated expertise in forecasting, capacity planning, scheduling, intraday management, workforce reporting, and workforce analytics/business analysis.
• Advanced Genesys Workforce Management experience is required.
• Experience building forecasts, staffing models, and schedules in a multi-site environment.
• Strong understanding of contact centre service and workforce metrics, including service levels, occupancy, adherence, shrinkage, average handle time, and forecast accuracy.
• Advanced analytical and problem-solving skills; ability to turn data into operational recommendations.
• Strong proficiency in Excel and workforce reporting tools; able to work independently and manage multiple functions.
• Strong communication and stakeholder management skills.
• Experience supporting outsourced contact centre partners and customer service operations across Canada and the U.S. is an asset.

Benefits and Perks

• The company advertises company-paid health and dental benefits from day one, a Health Spending Account, DPSP and RRSP matching, paid personal and sick days, summer hours, and support for continuous learning.
• The posting also mentions discretionary bonus eligibility and other benefits as part of its total rewards program.

Office Information

• The company says its office is in Markham and is expected to move to North York toward the end of 2026.

Additional Information

• The posting is for an existing vacancy.
• Metergy says it uses AI for interview note-taking, not to screen, assess, or select candidates.