At the company, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

the company is seeking an Analyst to join our Business Forecast & Planning team within Customer Care Operations.
This role owns the forecasting, capacity, and scheduling models that keep our global support workforce sized and staffed correctly. You'll work hands-on with our BPO partners to translate demand signals into staffing plans, and bring deep contact centre planning expertise to a team managing support at scale across multiple sites and geographies.

Responsibilities:

Support the development and upkeep of the models and frameworks that connect business drivers to staffing and resourcing decisions

Translate large, complex, and sometimes ambiguous data into clear, actionable insights that support leadership recommendations

Own day-to-day planning execution, from dashboards maintenance and reporting to business reviews, with a sharp focus on accuracy and the details that matter

Leverage AI tools to build and maintain dashboards, reports, and analyses that support the team's recommendations and insights

Identify and help drive opportunities to improve how the team plans and operates

Move quickly on ambiguous, time-sensitive requests, using modern tools to work smarter and faster

Experience:

2+ years in planning, forecasting, capacity/resource management, or a related analytical role; consulting, investment banking, FP&A;, or ops strategy backgrounds also fit well

Sharp analytical mindset with hands‑on SQL and Python skills

AI fluency, comfortable using AI tools to accelerate analysis and problem-solving

Strong business acumen paired with genuine curiosity about how large, complex business systems work; fast learner with a bias towards action,



comfortable building context quickly across new systems and stakeholders

Self‑directed, with a track record of turning data into real decisions; strong communicator, able to build trust with stakeholders across functions and levels

Exposure to workforce management/resource planning is a plus

Bachelor's degree in Business, Engineering, Data Science, or a related quantitative field; advanced degree a plus

Benefits:

Extended health and dental coverage options, along with life insurance and disability benefits

Mental health benefits

Family building advantages

Child care and pet benefits

Access to a the company funded Health Care Savings Account

RRSP plan with company match to help save for your future

In addition to provincial observed holidays, salaried team members are covered under the company's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service

the company is proud to support new parents with 18 weeks of paid time off, designed as a top‑up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.

Subsidized commuter benefits and the company ride credits

the company is committed to creating an inclusive workforce that fosters belonging. the company believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour,



ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. the company also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.

the company highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office at least 3 days per week, including on Mondays, Wednesdays, and Thursdays. the company considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks the company offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Toronto area is CAD $79,600 - CAD $99,500, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.

the company may use artificial intelligence to screen applicants, however, the company employees make the ultimate selection and hiring decisions.

This job fills an existing vacancy.

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📌 Analyst, Global Support Workforce Planning (Ontario)
🏢 United States Digital Space
📍 Ontario