CBI Home Health is where better begins. We are one of Canada’s largest homecare and specialized community services providers, operating in more than 800 communities. Every day, our 8,000+ compassionate caregivers deliver impactful care in homes and communities across the country. We support Canadians and caregivers with flexible, accessible healthcare services and innovative clinical programs that maximize independence, function and well-being. Learn more at cbihomehealth.ca.

About this opportunity

The Director, Workforce Management (WFM) is a pivotal leadership role responsible for establishing workforce management practices across CBI Home Health’s Care Access (contact center) operations. Reporting directly to the AVP, Care Access Team, the Director will play a hands-on role in building the WFM function, mastering and leveraging Amazon Connect to drive capacity planning, scheduling, real-time management, reporting, and workforce analytics.

The Director, WFM will optimize the CBI Care Access contact center, ensuring that clients, caregivers, and healthcare partners experience timely and effective service. The Director, WFM will extend WFM practices across field operations and the broader organization, positioning this role as both a builder and an enterprise change agent.

The Director, WFM is responsible for both hands-on execution and long-term team and function development, and shapes the future of workforce management at CBI Home Health.

Who are we looking for?

A passionate leader with a strategic mindset, strong analytical skills, a passion for healthcare services, and most importantly, someone who embodies the CBI Home Health values of Heart, Respect, Reliability, Teamwork and Innovation.

Take an inside look at what you’ll do each day

Leadership and Strategy

• Establish and mature WFM practices across budgeting, capacity planning, scheduling, real-time management, and reporting.
• Design, implement, and refine WFM processes, tools, and practices — with an emphasis on Amazon Connect mastery and advanced reporting.
• Provide leadership to a team of direct reports with future growth anticipated.
• Partner with operational leaders to ensure workforce practices align with client needs, service standards, and business performance goals.

Operational Excellence

• Serve as the subject matter expert and hands-on leader for Amazon Connect configuration, reporting, and optimization.
• Develop and monitor real-time performance dashboards to support proactive staffing and service-level management.
• Lead scheduling and forecasting to balance staffing with inbound demand, ensuring efficient and reliable client service.
• Translate data into actionable workforce insights to support decision-making and performance improvements.

Strategic Growth

• Deliver immediate impact in contact center operations, while also developing a long-term roadmap to apply WFM practices across broader operations, including field teams.
• Collaborate with the AVP and senior operations leaders to identify opportunities where WFM principles can enhance efficiency, quality, and client outcomes.
• Act as a change leader to build awareness, adoption, and integration of WFM across the enterprise.

Relationship Management

• Partner with HR, Finance, and Operations on workforce planning, hiring forecasts, and budget alignment.
• Build relationships with technology teams to ensure optimal integration of WFM tools with CBI’s clinical and business platforms (e.g., Alayacare, Salesforce, Microsoft Dynamics 365).
• Support and influence operational leaders by providing clear, data-driven workforce insights.

What will you need to be successful?

• A post-secondary education in Healthcare, Business Administration, Healthcare Management, Logistics and Supply Chain Management, Operations Management, or a related field (equivalent experience will be considered)

• 7-10 years of progressive experience in workforce management, with a minimum of 3 years of progressive leadership responsibility, influencing and collaborating with executive level management and key stakeholders

• Proven experience building WFM functions with strong ability to design processes, adopt tools, and coach teams

• Mastery of Amazon Connect — including practical, hands-on expertise in reporting, call flow optimization, and workforce tools

• Strong skills in capacity planning, scheduling, forecasting, budgeting, and real-time monitoring

• Ability to analyse large data sets and translate insights into actionable workforce strategies in-line with CBI Home Health’s business directives

• Demonstrated experience leading a team, with the ability to mentor and grow talent

• Strong communication skills and ability to influence leaders across multiple levels of the organization

• Experience in healthcare, home health, or contact center environments is an asset

• Familiarity with complementary platforms (Alayacare, Salesforce, Microsoft Dynamics 365) is an advantage

What CBI Home Health offers you

• A strategic key leadership opportunity to influence change and develop leading client service strategies in the Home Health Care industry
• Competitive compensation with comprehensive benefits and rewards package, including group health, dental and vision benefits, paid 100% by CBI Home Health
• Continuous learning and skills development
• Flexible hours, with a focus on work-life balance and quality of life

Are you ready to get started and make great things happen? Join us at CBI Home Health – where better begins.

CBI Home Health is proud to be recognized by Deloitte as one of Canada’s Best Managed Companies for the 15th year in a row.

CBI Home Health is committed to providing a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and contribute to the diversification of ideas and perspectives that help us innovate and provide the best possible care to our clients.

We welcome applications from all individuals regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristics that make each of us different.

For candidates based in Ontario*: In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and CBI Policies on Accommodation, a request for accommodation will be accepted as part of our hiring process. Please inform your Talent Acquisition specialist if you have an accommodation request.*