Senior Workforce Management Analyst (Customer Service)

TL;DR

Senior Workforce Management Analyst (Customer Service): Building and scaling Workforce Management capabilities for the Customer Service function with an accent on forecasting, capacity planning, and headcount modeling. Focus on designing multi-channel contact volume forecasts, optimizing BPO partner performance, and informing long-term staffing strategies.

Location: Remote - Must be based in Canada (specifically BC, AB, MB, SK, ON, or NS) or be willing to relocate

Compensation: $82K - $111K CAD

Company

A non-profit social enterprise that supports the educational, economic, and social inclusion of immigrants, refugees, and international students through academic credential evaluation.

What you will do

• Design and maintain contact volume forecasts across three support tiers and multiple channels (voice, email, chat, social).
• Develop short- and long-term headcount models to support hiring plans, attrition, and service level targets.
• Manage outsourced (BPO) partners, establishing accountability for forecast adherence, SLA attainment, and productivity.
• Partner with leadership on BPO budgeting and long-range financial planning to optimize costs.
• Serve as a strategic advisor on the Customer Service Leadership Team, presenting actionable workforce insights.

Requirements

• 5–8+ years of Workforce Management, forecasting, or capacity planning experience in a contact center environment.
• Proven experience building WFM processes from the ground up.
• Hands-on experience managing or supporting outsourced/BPO contact center operations.
• Advanced proficiency in Excel and/or Google Sheets for complex scenario planning and modeling.
• Experience with WFM tools such as NICE, Verint, Genesys, or CCMath.
• Must be based in Canada or be willing to relocate.

Nice to have

• Experience in a high-growth, scaling organization.
• Exposure to international or multi-region workforce planning.

Culture & Benefits

• Remote work options and flexible scheduling for work-life harmony.
• Comprehensive wellness programs and generous time-off policies.
• Competitive compensation and comprehensive benefits package.
• Investment in professional growth through training and tuition reimbursement.
• Inclusive, mission-driven culture focused on equity and diversity.