Apply advanced Genesys expertise to workforce planning at Metergy, developing forecasts, staffing models, and schedules for multi-site service operations.
As Workforce Management Analyst, you will own the full planning lifecycle across Canada and the U.S. The position combines forecasting, capacity planning, scheduling, intraday management, workforce reporting, and business analysis. You will partner with Service leadership on resources, hiring, training, and operational initiatives.
Key Responsibilities:
- Develop short, medium, and long-term workforce forecasts
- Build staffing models aligned with demand and business requirements
- Maintain schedules balancing efficiency and customer experience
- Analyze occupancy, adherence, shrinkage, handle times, and accuracy
- Produce daily through annual workforce reporting packages
Requirements:
- Five-plus years in contact centre workforce management
- Two-plus years as a Genesys Administrator or similar
- Proven multi-site forecasting, staffing, and scheduling experience
- Robust knowledge of contact centre performance metrics
- Advanced problem-solving and workforce reporting capabilities
Use advanced Genesys Workforce Management, forecasting, and reporting skills to shape resource decisions across Metergy’s service operations.