Specialist, Workforce Planning and Analytics

We are seeking an experienced Specialist, Workforce Planning and Analytics to lead our Workforce Planning team and optimize workforce performance across our Call Centre operations.

In this role, you will oversee forecasting, capacity planning, scheduling, real-time management, staffing optimization, and workforce reporting. You will use operational data to provide insights and recommendations that align resources with customer demand and business priorities.

• Lead, coach, and develop the Workforce Management team, promoting accountability, collaboration, and continuous improvement.
• Oversee workforce forecasting, capacity planning, scheduling, and real-time operations across Call Centre departments.
• Monitor contact volumes, service levels, handle time, productivity, absenteeism, staffing requirements, and real-time adherence.
• Direct real-time staffing and skill adjustments to optimize coverage, response times, and service performance.
• Manage scheduling processes, including vacation, time off, shift changes, overtime, training, and meetings while maintaining operational coverage.
• Analyze historical, current, and forecasted data to identify trends, staffing gaps, operational risks, and improvement opportunities.
• Provide leaders with timely, data-informed recommendations related to staffing, performance and resource utilization.
• Collaborate with Call Center, Operations, Training, Human Resources, Payroll, Benefits, and other internal partners to resolve workforce-related matters.
• Ensure accurate and timely workforce reporting, including productivity, staffing, adherence, absenteeism, and service-level results.

• Maintain workforce dashboards and KPIs to support operational decisions.

• Identify opportunities to automate reporting, improve data quality, streamline processes, and strengthen Workforce Management practices.
• Serve as the primary escalation point for complex scheduling, staffing, system, and real-time operational issues.

WHAT YOU BRING TO THE TEAM

• Post-secondary education in Business Administration, Operations Management, Human Resources, Analytics, or a related field, or an equivalent combination of education and experience.
• Availability to work in a 7-day-a-week operational environment, including day and evening shifts, weekends, and holidays on a rotating schedule.
• Progressive experience in Workforce Management, forecasting, scheduling, capacity planning, or Call Centre operations.
• Proficiency in Genesys Cloud, including Workforce Management, reporting, analytics, and real-time monitoring.
• Experience leading, supervising, or coordinating a team.
• Strong knowledge of service levels, forecasting, staffing optimization, productivity, adherence, and real-time management.

• Advanced Excel skills and experience with reporting, dashboards, or business intelligence tools.

• Strong analytical, organizational, communication, and problem-solving skills.
• Ability to manage competing priorities and influence stakeholders in a fast-paced operational environment.