Workforce Management Analyst (Genesys)

About Metergy Solutions Inc. (“Metergy”) 

Metergy has the energy, rapid growth and excitement of a startup, together with a rock-solid, recession-proof business that has a 45 year track record. We’re a technology company that drives huge carbon emission reductions. This is a once-in-a-career opportunity.

As one of North America’s most experienced submetering providers, Metergy has brought turnkey solutions to clients for over 45 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multi-residential and commercial buildings, and bills and collects for the cost of commodities and administrative charges for the services provided. The business model allows for long-term recurring revenue through an innovative Submetering as a Service (SaaS) model. Submetering is proven to reduce in-suite energy consumption by 40%, driving decarbonization efforts for Metergy’s clients. This performance has enabled Metergy to issue green bonds and obtain green financing.   

Positioned as the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy has more than 900,000 contracted meters, issues over 4M utility bills annually and has over 500 team members. Metergy is a portfolio company of Brookfield Infrastructure Partners. Brookfield is one of the world’s largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach.  

Our Mission 

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good. 

At Metergy, we don’t just believe in our people; we champion them. When individuals feel valued, supported, and inspired to grow, incredible things happen. That’s why we’re thrilled to be recognized as a Great Place to Work for the third consecutive year! This achievement reflects our unwavering commitment to building a workplace that’s respectful, inclusive, and high-performing.

Come be part of a team that leads with passion, thrives on positivity, and delivers with precision. We’re proud of who we are and even prouder of where we’re headed.

Metergy office location is in Markham but will be moving to North York toward the end of 2026!

The Workforce Management Analyst is responsible for the end-to-end Workforce Management function supporting Metergy's service operations across Canada and the U.S. This is a highly hands-on role that owns forecasting, capacity planning, scheduling, intraday management, workforce reporting and operational analysis. 

Unlike larger contact centres where these functions are split across multiple specialists, this role is responsible for the entire workforce management lifecycle. The successful candidate will personally develop forecasts, build staffing models, manage schedules, monitor intraday performance, analyze trends and produce reporting that supports operational decision-making. 

The Workforce Management analyst will serve as the workforce planning subject matter expert for the organization, partnering closely with Service leadership to ensure the right resources are available at the right time to meet customer demand, service level objectives and business goals. 

Responsibilities:

• Own the Workforce Management function across customer service operations in Canada and the U.S. 
• Develop short, medium and long-term forecasts using historical data, growth assumptions, operational trends and business drivers. 
• Build staffing and capacity plans that align customer demand with service level objectives and business requirements. 
• Create and maintain schedules across all internal sites and outsourced partners, balancing efficiency, customer experience and employee experience. 
• Manage intraday operations, monitoring real-time performance and making adjustments to staffing plans as conditions change. 
• Analyze workforce performance including service levels, occupancy, adherence, shrinkage, handle times and forecast accuracy. 
• Produce daily, weekly, monthly, quarterly and annual workforce management reporting packages. 
• Identify trends, risks and opportunities through operational analysis and provide actionable recommendations to leadership. 
• Leverage Genesys Workforce Management tools to improve forecasting accuracy, scheduling effectiveness and operational performance. 
• Partner with Service leadership to support hiring plans, onboarding schedules, training initiatives and operational projects. 
• Provide workforce management insights that support Continuous Improvement initiatives across the service organization. 
• Act as the primary subject matter expert for workforce planning, forecasting, scheduling and reporting

Requirements :

• 5+ years of Workforce Management experience within a contact centre environment.
• 2+ years as a Genesys Administrator or similar. Sr Genesys administrators welcome to apply.
• Demonstrated expertise in all core workforce management disciplines, including: Forecasting, Capacity Planning, Scheduling, Intraday Management, Workforce Reporting, Workforce Analytics and Business Analysis
• Advanced Genesys Workforce Management experience is required. 
• Proven experience building forecasts, staffing models and schedules in a multi-site environment. 
• Strong understanding of contact centre metrics including service levels, occupancy, adherence, shrinkage, average handle time and forecasting accuracy. 
• Advanced analytical and problem-solving skills with the ability to translate data into operational recommendations. 
• Strong proficiency in Excel and workforce reporting tools. 
• Ability to operate independently and successfully manage multiple workforce management functions simultaneously. 
• Strong communication and stakeholder management skills. 
• Experience supporting outsourced contact centre partners is considered an asset. 
• Experience supporting customer service operations across Canada and the U.S. is considered an asset.