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
Solid 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 (Canada)
🏢 Metergy Solutions
📍 Canada