Senior Workforce Management Analyst
TLDR
Lead end-to-end workforce management forecasting, capacity planning, and headcount modeling across multiple channels, shaping staffing strategy and collaborating with outsourced partners.
- 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.
- 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.
- 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
Requirements:
Benefits:
Benefits
Health Insurance
Comprehensive health and wellness benefits
Learning Budget
Professional development opportunities including training programs and tuition reimbursement
social impact opportunities
Opportunity to contribute to meaningful social impact on a global scale
Paid Time Off
Generous paid time off and flexible scheduling for better work-life balance
Remote-Friendly
Fully remote work flexibility within Canada (with eligible provinces)
Jobgether runs the largest remote job platform, effectively linking job seekers with over 200,000 flexible and remote opportunities that match their unique skills and preferences. Our focus is on enhancing the hiring process, ensuring efficiency while prioritizing the candidate experience, particularly in the growing health and wellness sector.
- Founded
- Founded 2020
- Employees
- 11-50 employees
- Industry
- Professional Services