Workforce Management Analyst Genesys

Lead Genesys Workforce Management for Metergy’s Canadian and U.S. service operations, owning forecasting, scheduling, and intraday performance from Markham.

This hands-on analyst serves as Metergy’s workforce planning subject matter expert. You will manage forecasting, capacity planning, schedules, reporting, and operational analysis across internal sites and outsourced partners. Your work supports service levels, customer demand, and business goals.

Key Responsibilities:

• Own workforce management across Canadian and U.S. customer service operations
• Develop forecasts using historical data, trends, and business drivers
• Build staffing and capacity plans supporting service level objectives
• Create schedules across internal sites and outsourced partners
• Monitor intraday performance and adjust staffing plans

Requirements:

• Five-plus years of contact centre workforce management experience
• Two-plus years as a Genesys Administrator or similar
• Advanced Genesys Workforce Management experience
• Expertise in forecasting, scheduling, analytics, and reporting
• Strong Excel, analytical, and stakeholder management skills

Bring Genesys expertise, workforce planning discipline, and operational analysis to Metergy’s growing service organization in Markham.

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