Senior Workforce Management Analyst

World Education Services

Senior Workforce Management Analyst building and scaling Workforce Management capabilities. Partnering with Customer Service leadership at World Education Services in Toronto.

Posted 6/11/2026full-timeRemote • 🇨🇦 CanadaSenior💰 CA$82,000 - CA$111,000 per yearWebsite

About the role

Key responsibilities & impact

Design, build, and maintain contact volume forecasts from scratch across three levels of support.
Forecast demand across multiple channels, including voice, email, chat, and social.
Establish forecasting methodologies, assumptions, and documentation to support scalability and accuracy over time.
Develop short-term and long-term headcount models to support hiring plans, attrition, productivity changes, and service level targets.
Partner closely with outsource vendors on workforce planning, staffing strategies, and performance management.
Provide data-driven insights to inform cost optimization strategies.

Requirements

What you’ll need

5–8+ years of Workforce Management, forecasting, or capacity planning experience in a customer service or contact center environment.
Proven experience building WFM processes from the ground up, including forecasting, capacity planning, and headcount modeling.
Hands-on experience managing or supporting outsourced/BPO contact center operations.
Strong expertise in contact volume forecasting across multiple channels and support tiers.
Advanced proficiency in Excel and/or Google Sheets (complex models, assumptions, scenario planning).
Experience with WFM tools (e.g., NICE, Verint, Genesys, CCMath, or similar) strongly preferred.
Ability to translate complex data into clear insights and executive-ready presentations.
Strong business acumen with the ability to connect workforce planning to customer experience.
Demonstrated ability to influence cross-functional leaders without direct authority.
Comfortable operating in ambiguity and building structure where none exists.

Benefits

Comp & perks

Work-Life Harmony: Enjoy the freedom of remote work and flexible scheduling, paired with generous time-off policies.
Comprehensive wellness programs focused on fostering well-being.
Competitive compensation and comprehensive benefits.
Professional Growth and Development: Access to learning opportunities and comprehensive training programs.
Rewards and Recognition: Tangible rewards to celebrate contributions.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementforecastingcapacity planningheadcount modelingdata analysiscost optimizationExcelGoogle Sheetsscenario planning

Soft Skills

data-driven insightsbusiness acumeninfluencecommunicationproblem-solvingadaptability