Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Workforce Management Analyst based in Canada.
This role is a key strategic position within a growing Customer Service organization focused on scaling Workforce Management capabilities from the ground up.
You will be responsible for building forecasting, capacity planning, and headcount modeling frameworks across multiple support tiers and contact channels.
The position plays a critical role in shaping staffing strategies, operational efficiency, and service performance outcomes.
You will act as a trusted advisor to Customer Service leadership, influencing both short-term execution and long-term workforce strategy.
The role also involves close collaboration with outsourced partners to ensure alignment on SLAs, staffing, and performance metrics.
It is ideal for someone who thrives in building structure in complex, evolving environments and enjoys blending analytics with business impact.
You will operate in a highly collaborative, mission-driven, and remote-friendly environment with significant visibility and influence.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Workforce Management Analyst based in Canada.
This role is a key strategic position within a growing Customer Service organization focused on scaling Workforce Management capabilities from the ground up.
You will be responsible for building forecasting, capacity planning, and headcount modeling frameworks across multiple support tiers and contact channels.
The position plays a critical role in shaping staffing strategies, operational efficiency, and service performance outcomes.
You will act as a trusted advisor to Customer Service leadership, influencing both short-term execution and long-term workforce strategy.
The role also involves close collaboration with outsourced partners to ensure alignment on SLAs, staffing, and performance metrics.
It is ideal for someone who thrives in building structure in complex, evolving environments and enjoys blending analytics with business impact.
You will operate in a highly collaborative, mission-driven, and remote-friendly environment with significant visibility and influence.