Salary Range: 73000 to 145000 (Currency: CAD) (Pay period: per-year-salary)

Challenges you’ll solve

• Relationship Management
• Serve as the primary contact for managing relationships between our BPO WFM teams.
• Collaborate with BPO partners to optimize workforce management strategies for efficiency.
• Partner with Operations, Business Development, and Finance teams to analyze historical and forward-looking data/work trends, providing workflow inputs for budget and staffing decisions.


• Metric Reporting and Analysis
• Develop and maintain metric reporting for BPO operations, aligning staffing levels with contact center demand and service level objectives.


• Forecasting and Scheduling
• Develop comprehensive forecasting and scheduling models to align staffing schedules with service level targets and operational requirements.
• Monitor and react to fluctuations in contact volumes, call patterns, trends, and staff productivity, making data-driven adjustments to ensure adequate coverage.


• Continuous Improvement
• Tackle complex assignments with initiative and independent judgment, leveraging analytical skills for 

About you

• Minimum of 3 years of work experience in a WFM role in a contact center environment.  
• Proven experience managing BPO WFM relationships and collaborating with external partners.
• Strong background in metric reporting and optimizing workforce management strategies.
• Demonstrated ability to tackle complex assignments with initiative and independent judgment.
• Experience developing forecasting and scheduling models, with a focus on meeting service level targets.

Bonus Points!

• Experience in travel/hospitality, fintech, or SaaS industries.
• Familiarity with WFM software and tools (e.g., Verint, NICE, Aspect, in house WFM solutions).
• Experience in change management and process improvement initiatives.
• Familiarity with budget planning and financial analysis.
• Strong project management skills, including the ability to manage multiple priorities and deadlines.