Job Description
Insight Global is seeking a Workforce Management Analyst to join one of our leading HCM clients.

This role will be responsible for developing and maintaining both long-term strategic forecasts and short-term operational forecasts that support staffing decisions and business planning.

You will play a key role in workforce planning by analyzing trends, identifying opportunities, and providing actionable insights to operational leaders.

While forecasting will be a primary focus, this role will support a broad range of Workforce Management activities, including capacity planning, reporting, analytics, process improvement, and workforce optimization.

Responsibilities include forecast and capacity planning, WFM analytics, reporting and insights, and continuous improvements.

We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal chance/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability,



protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected].

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements
Experience in Workforce Management, forecasting, workforce planning, or related analytical roles.

Strong understanding of forecasting methodologies and workforce planning concepts.

Advanced Microsoft Excel skills, including
Strong analytical and problem-solving abilities.

Excellent written and verbal communication skills.

Ability to present data and recommendations to various stakeholder groups.

Highly organized with strong attention to detail.

Experience with Genesys Cloud Workforce Management.

Experience in a contact center or customer service environment.

Knowledge of workforce metrics such as forecast accuracy, staffing requirements, occupancy, shrinkage, and productivity.

Experience supporting strategic planning and business forecasting initiatives.

📌 Workforce Management Analyst (Etobicoke)
🏢 Insight Global
📍 Etobicoke