Shape contact centre staffing with Genesys Workforce Management and operational analysis as Metergy’s Workforce Management Analyst in Markham.

Metergy seeks an analyst responsible for workforce planning across customer service operations in Canada and the U.S. This highly hands-on position covers forecasting, capacity planning, scheduling, intraday management, reporting, and workforce analytics. You will analyze service levels, occupancy, adherence, shrinkage, handle times, and forecast accuracy, then translate findings into recommendations for leadership.

Key Responsibilities:

- Own Workforce Management across Canadian and U.S. service operations
- Analyze workforce performance and identify operational trends and risks
- Produce daily through annual workforce management reporting packages




- Leverage Genesys tools to improve scheduling and forecast accuracy
- Partner with leadership on hiring, onboarding, training, and projects

Requirements:

- Five or more years within a contact centre setting
- Advanced Genesys Workforce Management experience is required
- Experience building forecasts, staffing models, and multi-site schedules
- Understanding of core contact centre performance metrics
- Strong communication and stakeholder management skills

Bring contact centre analytics, reporting, Genesys, and workforce planning expertise to Metergy’s service leadership and operational decisions.

📌 Contact Centre Workforce Planning Analyst (Toronto)
🏢 Metergy Solutions
📍 Toronto