Senior Workforce Management Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Create, develop, and sustain contact volume forecasts from the ground up across three support levels.

• Anticipate demand across various channels, including voice, email, chat, and social media.

• Establish forecasting methodologies, assumptions, and documentation to enhance scalability and accuracy over time.

• Construct short-term and long-term workforce models to align with hiring plans, attrition, productivity fluctuations, and service level objectives.

• Collaborate closely with outsourcing partners on workforce planning, staffing strategies, and performance management.

• Deliver data-driven insights to guide cost optimization initiatives.

⛳️ Requirements

• 5–8+ years of experience in Workforce Management, forecasting, or capacity planning within a customer service or contact center setting.

• Demonstrated experience in establishing WFM processes from the ground up, including forecasting, capacity planning, and headcount modeling.

• Practical experience in managing or supporting outsourced/BPO contact center operations.

• Strong proficiency in contact volume forecasting across various channels and support tiers.

• Advanced skills in Excel and/or Google Sheets (including complex models, assumptions, and scenario planning).

• Familiarity with WFM tools (e.g., NICE, Verint, Genesys, CCMath, or similar) is strongly preferred.

• Capability to translate complex data into clear insights and executive-ready presentations.

• Strong business acumen to link workforce planning with customer experience.

• Proven ability to influence cross-functional leaders without direct authority.

• Comfortable navigating ambiguity and creating structure where it is lacking.

🏝️ Benefits

• Work-Life Harmony: Enjoy the freedom of remote work and flexible scheduling, complemented by generous time-off policies.

• Comprehensive wellness programs focused on promoting well-being.

• Competitive compensation along with comprehensive benefits.

• Professional Growth and Development: Gain access to learning opportunities and extensive training programs.

• Rewards and Recognition: Receive tangible rewards to acknowledge contributions.