Develop and maintain daily claims forecasts using multi-day work item methodologies, including backlog inventory and service level projections
Lead daily service calls to align stakeholders on performance metrics, expected volumes, and operational priorities
Maintain and validate centralized hiring plans to ensure headcount accuracy for workforce forecasting
Provide insights and recommendations to optimize work distribution and improve service outcomes
Support digital enablement initiatives by leveraging Power BI for performance dashboards and predictive analytics
Collaborate with cross-functional teams to ensure workforce strategies align with business objectives

Requirements

3–5 years of experience in workforce management, forecasting, or capacity planning
Advanced proficiency in Microsoft Excel (including complex formulas, pivot tables, and data modeling)
Familiarity with Amazon Connect or other scheduling software
Proficiency in Power BI for reporting and predictive analytics
Strong stakeholder engagement and communication skills
Experience in back-office planning or managing multi-day work items
Basic SQL knowledge (asset but not required)
Experience with contact center or workforce management tools (e.g., NICE, Verint), considered an asset

Benefits

customizable benefits
health
dental
mental health
vision
short- and long-term disability
life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
retirement savings plans (including pension)
global share ownership plan with employer matching contributions
financial education and counseling resources
generous paid time off program in Canada including holidays, vacation, personal, and sick days
full range of statutory leaves of absence

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

workforce managementforecastingcapacity planningMicrosoft ExcelPower BISQLback-office planningdata modelingcomplex formulaspivot tables

Soft Skills

stakeholder engagementcommunicationcollaborationinsight generationrecommendation development