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
- Solid 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 (Toronto)
🏢 Metergy Solutions
📍 Toronto