Workforce Management Analyst Genesys

Own forecasting and scheduling with Genesys Workforce Management at Metergy in Markham, supporting service operations across Canada and the U.S. This hands-on role shapes staffing decisions.

As Workforce Management Analyst, you will own the complete workforce management lifecycle for Metergy’s customer service operations. You will develop forecasts, build capacity plans, maintain schedules, manage intraday performance, and produce workforce reporting. The position also provides operational analysis and recommendations to Service leadership.

Key Responsibilities:

• Develop short, medium, and long-term forecasts using operational data
• Build staffing and capacity plans aligned with service objectives
• Create schedules across internal sites and outsourced partners
• Monitor intraday performance and adjust staffing plans
• Produce recurring workforce management reporting packages

Requirements:

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

Apply workforce forecasting, Genesys administration, scheduling, and reporting expertise to support Metergy’s North American service operations.