Workforce Management (WFM) Analyst

About the role

As a Workforce Management Analyst, you will play a key role in the daily operations of our contact centers. You will be responsible for monitoring, analyzing, and adjusting activities in real-time to ensure compliance with service levels, performance agreements, and customer satisfaction.

What you'll do here:

• Monitor queues, key performance indicators (KPIs), and service levels in real-time.

• Suggest and implement immediate operational adjustments.

• Actively communicate with internal and external partners to optimize resource allocation.

• Identify planning discrepancies and address anomalies.

• Support teams in case of disruptions (outages, unexpected influx, widespread absences, etc.).

• Maintain dashboards, produce reports, and document interventions.

• Collaborate with planning analysts to optimize monitoring practices.

What you bring to the table:

• Degree in administration, mathematics, operations management, or a related field (asset).

• Minimum of 1 to 3 years of experience in a contact center or operations management role.

• Knowledge of contact center environments.

• Proficiency in real-time management tools.

• Good understanding of operational performance indicators (ASA, AHT, adherence rate, occupancy rate).

• Proficiency in Excel and reporting tools (Power Query, Power BI, etc.)

• Experience in real-time, planning, or logistics (strong asset).

• Excellent analytical and quick decision-making skills.

• Strong organizational skills and priority management.

• Clear and professional communication.

• Team spirit, proactive and solution-oriented attitude.

• Thoroughness, reliability, and attention to detail.

• Bilingualism (French/English) - Required to interact regularly with colleagues across the country.

• No work experience in Canada required, but must have authorization to work in Canada.

#LI-Hybrid

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success

• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

• An extensive flex pension and benefits package, with access to virtual healthcare

• Flexible work arrangements

• Possibility to purchase up to 5 extra days off per year

• An annual wellness account that promotes an active and healthy lifestyle

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.