Workforce management analyst • markham on
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Canada
The Lead, Workforce Planning & Operations is responsible for ensuring Service Delivery has the right resources in place to meet customer demand while improving service levels, productivity, customer experience, and labor efficiency. This role leads workforce planning, forecasting, scheduling governance, capacity management, labor optimization, attendance and adherence analytics, and centralized real-time operations across Customer Support, Print Support, Technical Support, and Customer Success.
The role also leads a team of Service Delivery Controllers who monitor operational performance, identify bottlenecks, coordinate staffing responses, reallocate resources within established guardrails, and provide in-the-moment coaching and recognition. As a key partner to Service Delivery leadership, this role provides insights and recommendations that support effective staffing decisions and enable people leaders to focus on associate development, engagement, and formal performance management.
Develop short- and long-term workforce forecasts across all Service Delivery functions by analyzing workload trends, seasonality, business initiatives, and customer demand to determine staffing requirements.
Create and maintain workforce planning models to ensure effective coverage across all channels and support teams.
Analyze heat maps, service level performance, occupancy, backlog trends, staffing gaps, labor utilization, attendance, lateness, absenteeism, adherence, and shrinkage to identify operational risks, coverage concerns, capacity constraints, and opportunities.
Establish and oversee centralized real-time operations processes across Service Delivery.
Ensure continuous monitoring of queues, service levels, backlogs, staffing availability, and customer journey bottlenecks to protect customer experience and service performance.
Establish intraday staffing guardrails, operating priorities, and resource allocation strategies that Operations Leads execute to optimize end-to-end customer flow and reduce service delays.
Lead, coach, and develop a team of Service Delivery Controllers by establishing clear performance expectations, operational objectives, ongoing feedback, and development opportunities.
Maintain clear accountability boundaries: Service Delivery Controllers provide in-the-moment behavioral and operational coaching, while direct people leaders own formal performance management, corrective action, development planning, and performance evaluations.
Deliver regular workforce and operational performance reviews to Service Delivery leadership, reporting on forecast accuracy, labor utilization, attendance trends, shrinkage, overtime, staffing effectiveness, and service level performance.
Provide recommendations for productivity improvements, labor optimization opportunities, and workforce investments.
Support business cases, project initiatives, and continuous improvement efforts through workforce analytics and operational insights.
Post-secondary diploma or degree an asset.
Workforce Management, Operations Management, Business Administration, or related discipline considered an asset.
Strong understanding of workforce management principles, including forecasting, scheduling, capacity planning, adherence, occupancy, and shrinkage management.
Strong knowledge of contact center operations, service delivery environments, workforce management systems, reporting tools, and performance dashboards.
Experience leading operational improvement initiatives and supporting organizational change.
3-5 years of leadership experience in workforce management, operations, contact center leadership, or service delivery.
Experience leading workforce planning, scheduling, forecasting, or operational performance functions.
Experience managing or leading operational support teams.
Experience supporting multi-channel customer service environments preferred.
Experience with real-time operations management and workforce optimization preferred.
French language proficiency is an asset not a requirement.
Remote role with requirements to travel for meetings
Requirement to work evenings/weekends to accommodate business needs
Ability to respond to urgent operational situations and staffing challenges.
Health and Dental benefits
RRSP/DPSP
Performance bonuses
And more...
We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.
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