Own forecasting and scheduling with Genesys Workforce Management at Metergy in Markham, supporting service operations across Canada and the U.S. This hands-on role shapes staffing decisions.
As Workforce Management Analyst, you will own the complete workforce management lifecycle for Metergy’s customer service operations. You will develop forecasts, build capacity plans, maintain schedules, manage intraday performance, and produce workforce reporting. The position also provides operational analysis and recommendations to Service leadership.
Key Responsibilities: Develop short, medium, and long-term forecasts using operational data
Build staffing and capacity plans aligned with service objectives
Create schedules across internal sites and outsourced partners
Monitor intraday performance and adjust staffing plans
Produce recurring workforce management reporting packages
Requirements: Five or more years of contact centre workforce management experience
Two or more years as a Genesys Administrator or similar
Advanced Genesys Workforce Management experience
Expertise in forecasting, scheduling, analytics, and capacity planning
Solid Excel, analytical, communication, and stakeholder management skills
Apply workforce forecasting, Genesys administration, scheduling, and reporting expertise to support Metergy’s North American service operations.