Turn workforce data into staffing decisions as Metergy’s Workforce Management Analyst, using advanced Genesys tools in Markham.

This analyst manages forecasting, scheduling, capacity planning, intraday performance, reporting, and operational analysis for Metergy’s service operations. The position carries end-to-end responsibility rather than a single specialist function. As the workforce planning subject matter expert, you will maintain schedules, evaluate performance, identify risks and opportunities, and provide actionable recommendations supporting customer demand and service level objectives.

Key Responsibilities:

- Maintain schedules for internal locations and outsourced service partners
- Monitor real-time performance and respond to changing conditions
- Evaluate occupancy, adherence, shrinkage, handle times,



and service levels
- Prepare recurring workforce reporting for operational stakeholders
- Act as primary expert for workforce planning and reporting

Requirements:

- Five or more years of Workforce Management experience
- Advanced Genesys Workforce Management expertise
- Core skills in forecasting, scheduling, reporting, and business analysis
- Advanced analytical skills translating data into recommendations
- Robust proficiency in Excel and workforce reporting tools

Use workforce analytics, scheduling, intraday management, and reporting skills to strengthen Metergy’s customer service operations.

📌 Workforce Analytics and Scheduling Analyst (Toronto)
🏢 Metergy Solutions
📍 Toronto