Use advanced Genesys tools and forecasting expertise to shape staffing decisions for Metergy’s multi-site service operations in Markham.

Metergy seeks a senior-level Workforce Management Analyst with extensive contact centre experience. This hands-on specialist will personally manage forecasting, capacity planning, scheduling, intraday operations, workforce analytics, and reporting. The position serves as the organization’s workforce planning subject matter expert while supporting Service leadership, hiring plans, training initiatives, and operational projects.

Key Responsibilities:

- Build short, medium, and long-term workforce forecasts
- Develop staffing models for changing customer demand
- Maintain schedules across internal locations and outsourced partners




- Analyze service levels, occupancy, adherence, and shrinkage
- Recommend actions from workforce trends, risks, and opportunities

Requirements:

- Five-plus years in contact centre Workforce Management
- Two-plus years as a Genesys Administrator or similar
- Advanced Genesys Workforce Management knowledge
- Experience building multi-site forecasts, staffing models, and schedules
- Advanced analytical and problem-solving skills

Bring senior Genesys administration, capacity planning, and workforce reporting experience to Metergy’s service organization.

📌 Senior Genesys Workforce Planning Analyst (Toronto)
🏢 Metergy Solutions
📍 Toronto