Own forecasting and capacity planning as Metergy's Workforce Management Analyst in Markham, supporting service operations across Canada and the U.S. through scheduling expertise.
This hands-on analyst owns the complete Workforce Management lifecycle across Metergy's customer service operations. You will develop forecasts, build staffing models, manage schedules, monitor intraday performance, and produce reporting. The role serves as the workforce planning subject matter expert, partnering with Service leadership to align resources, demand, service levels, and business goals.
Key Responsibilities:
- Develop short, medium, and long-term forecasts using operational data
- Build staffing and capacity plans aligned with customer demand
- Create schedules across internal sites and outsourced partners
- Monitor intraday performance and adjust staffing plans
- Provide workforce insights supporting operational decisions and continuous improvement
Requirements:
- Five or more years of contact centre Workforce Management experience
- Advanced Genesys Workforce Management experience
- Expertise in forecasting, capacity planning, scheduling, and intraday management
- Strong Excel, workforce reporting, analytical, and problem-solving skills
- Ability to manage multiple functions independently
Apply workforce forecasting, staffing models, scheduling, and Genesys expertise to support Metergy's North American service operations.
Workforce Management Analyst Forecasting in Toronto employer: Metergy Solutions Inc.
Metergy Solutions Inc. is an exceptional employer that combines the dynamic energy of a startup with the stability of a well-established company, offering employees a chance to contribute to meaningful carbon reduction initiatives. With a strong commitment to employee growth, Metergy provides comprehensive benefits including fully covered health and dental plans from day one, retirement planning support, and opportunities for continuous learning. The inclusive and high-performing work culture fosters collaboration and positivity, making it a great place to thrive both personally and professionally in the vibrant Markham area, soon to be North York.
