Use senior-level Genesys administration and workforce analytics to improve operational performance across Metergy’s customer service operations in Markham.

This Workforce Management Analyst role owns forecasting, scheduling, intraday management, reporting, and operational analysis end to end. You will act as the primary subject matter expert, translating workforce data into recommendations for Service leadership. The scope includes Canada, the U.S., internal sites, and outsourced partners.

Key Responsibilities:

- Leverage Genesys tools to improve forecasting and scheduling effectiveness
- Manage real-time intraday performance as conditions change
- Identify operational trends, risks, and improvement opportunities




- Recommend actions to leadership using workforce analysis
- Support hiring, onboarding, training, and operational projects

Requirements:

- Five-plus years of workforce management contact centre experience
- Two-plus years as a Genesys Administrator or similar
- Advanced Genesys Workforce Management expertise required
- Solid Excel and workforce reporting tool proficiency
- Ability to manage multiple functions independently

Combine Genesys administration, workforce analytics, and stakeholder communication to support precise operational planning at Metergy.

📌 Senior Genesys Administrator Workforce Management (Markham)
🏢 Metergy Solutions
📍 Markham