Workforce Management Analyst (Genesys)

Position Summary :

The Workforce Management Analyst is responsible for the end-to-end Workforce Management function supporting Metergy's service operations across Canada and the U.S. This is a highly hands-on role that owns forecasting, capacity planning, scheduling, intraday management, workforce reporting and operational analysis.

Unlike larger contact centres where these functions are split across multiple specialists, this role is responsible for the entire workforce management lifecycle. The successful candidate will personally develop forecasts, build staffing models, manage schedules, monitor intraday performance, analyze trends and produce reporting that supports operational decision-making.

The Workforce Management analyst will serve as the workforce planning subject matter expert for the organization, partnering closely with Service leadership to ensure the right resources are available at the right time to meet customer demand, service level objectives and business goals.

Responsibilities:

• Own the Workforce Management function across customer service operations in Canada and the U.S.
• Develop short, medium and long-term forecasts using historical data, growth assumptions, operational trends and business drivers.
• Build staffing and capacity plans that align customer demand with service level objectives and business requirements.
• Create and maintain schedules across all internal sites and outsourced partners, balancing efficiency, customer experience and employee experience.
• Manage intraday operations, monitoring real-time performance and making adjustments to staffing plans as conditions change.
• Analyze workforce performance including service levels, occupancy, adherence, shrinkage, handle times and forecast accuracy.
• Produce daily, weekly, monthly, quarterly and annual workforce management reporting packages.
• Identify trends, risks and opportunities through operational analysis and provide actionable recommendations to leadership.
• Leverage Genesys Workforce Management tools to improve forecasting accuracy, scheduling effectiveness and operational performance.
• Partner with Service leadership to support hiring plans, onboarding schedules, training initiatives and operational projects.
• Provide workforce management insights that support Continuous Improvement initiatives across the service organization.
• Act as the primary subject matter expert for workforce planning, forecasting, scheduling and reporting

Requirements :

• 5+ years of Workforce Management experience within a contact centre environment.
• 2+ years as a Genesys Administrator or similar. Sr Genesys administrators welcome to apply.
• Demonstrated expertise in all core workforce management disciplines, including: Forecasting, Capacity Planning, Scheduling, Intraday Management, Workforce Reporting, Workforce Analytics and Business Analysis
• Advanced Genesys Workforce Management experience is required.
• Proven experience building forecasts, staffing models and schedules in a multi-site environment.
• Strong understanding of contact centre metrics including service levels, occupancy, adherence, shrinkage, average handle time and forecasting accuracy.
• Advanced analytical and problem-solving skills with the ability to translate data into operational recommendations.
• Strong proficiency in Excel and workforce reporting tools.
• Ability to operate independently and successfully manage multiple workforce management functions simultaneously.
• Strong communication and stakeholder management skills.
• Experience supporting outsourced contact centre partners is considered an asset.
• Experience supporting customer service operations across Canada and the U.S. is considered an asset.