{"id":3054672,"url":"https://alion.io/job/metergy-solutions-workforce-management-analyst","title":"Workforce Management Analyst (Genesys)","company":{"id":5628,"name":"Metergy Solutions","domain":"metergysolutions.com","url":"https://alion.io/company/metergy-solutions","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":90000,"currency":"CAD","period":"year","gross":null,"usd_annual":64195},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T19:52:38Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-24T04:00:31Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Position Summary :\nThe 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.\nUnlike 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.\nThe 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.\nResponsibilities:\nOwn the Workforce Management function across customer service operations in Canada and the U.S. \nDevelop short, medium and long-term forecasts using historical data, growth assumptions, operational trends and business drivers. \nBuild staffing and capacity plans that align customer demand with service level objectives and business requirements. \nCreate and maintain schedules across all internal sites and outsourced partners, balancing efficiency, customer experience and employee experience. \nManage intraday operations, monitoring real-time performance and making adjustments to staffing plans as conditions change. \nAnalyze workforce performance including service levels, occupancy, adherence, shrinkage, handle times and forecast accuracy. \nProduce daily, weekly, monthly, quarterly and annual workforce management reporting packages. \nIdentify trends, risks and opportunities through operational analysis and provide actionable recommendations to leadership. \nLeverage Genesys Workforce Management tools to improve forecasting accuracy, scheduling effectiveness and operational performance. \nPartner with Service leadership to support hiring plans, onboarding schedules, training initiatives and operational projects. \nProvide workforce management insights that support Continuous Improvement initiatives across the service organization. \nAct as the primary subject matter expert for workforce planning, forecasting, scheduling and reporting\nRequirements :\n5+ years of Workforce Management experience within a contact centre environment.\n2+ years as a Genesys Administrator or similar. Sr Genesys administrators welcome to apply.\nDemonstrated expertise in all core workforce management disciplines, including: Forecasting, Capacity Planning, Scheduling, Intraday Management, Workforce Reporting, Workforce Analytics and Business Analysis\nAdvanced Genesys Workforce Management experience is required. \nProven experience building forecasts, staffing models and schedules in a multi-site environment. \nStrong understanding of contact centre metrics including service levels, occupancy, adherence, shrinkage, average handle time and forecasting accuracy. \nAdvanced analytical and problem-solving skills with the ability to translate data into operational recommendations. \nStrong proficiency in Excel and workforce reporting tools. \nAbility to operate independently and successfully manage multiple workforce management functions simultaneously. \nStrong communication and stakeholder management skills. \nExperience supporting outsourced contact centre partners is considered an asset. \nExperience supporting customer service operations across Canada and the U.S. is considered an asset.","description_format":"text","description_chars":3705,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy Efficiency","Energy Management"],"lifecycle":[{"event":"open","at":"2026-10-22T03:16:50Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"evidence":"Approved LMIA in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:10:52+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":46,"reasons":["conf:2","win:early"],"computed_at":"2026-10-24T06:02:35Z"},"pay":{"stated_usd_annual":64195,"is_top_pay":false},"html_url":"https://alion.io/job/metergy-solutions-workforce-management-analyst","json_url":"https://alion.io/job/metergy-solutions-workforce-management-analyst.json","meta":{"generated_at":"2026-10-24T07:23:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10921,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5628},"rest":"https://alion.io/mcp/rest/get_company?id=5628"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmetergy-solutions-workforce-management-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmetergy-solutions-workforce-management-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmetergy-solutions-workforce-management-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/metergy-solutions-workforce-management-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmetergy-solutions-workforce-management-analyst"}]}