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.
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📌 Workforce Management Analyst Forecasting Toronto
🏢 Metergy Solutions
📍 Toronto