This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Workforce Manager based in Canada. This role offers the opportunity to play a critical part in the performance and scalability of a fast-paced customer support operation. As a key workforce management specialist, you will oversee forecasting, scheduling, real-time operations, and workforce optimization across multiple support channels. Working in a highly data-driven environment, you will leverage analytics, operational insights, and AI performance monitoring to ensure service levels consistently meet business objectives. The position requires a proactive problem-solver who can react quickly to changing demand while maintaining operational efficiency. You will collaborate closely with support leadership and cross-functional teams to improve processes, optimize staffing strategies, and enhance customer experiences. This is an excellent opportunity for an analytical professional who thrives on operational excellence and measurable impact. \n

Accountabilities

Develop and maintain workforce forecasts using historical trends, business growth projections, and support channel performance data to ensure optimal staffing levels. Create and manage schedules across customer support channels, balancing operational efficiency with service-level objectives. Monitor real-time adherence, occupancy, utilization, and queue performance, making intraday adjustments to maintain coverage and service quality. Oversee daily queue management activities, including routing, escalation workflows, and support channel configurations to optimize ticket and chat flow. Track and analyze workforce management metrics such as SLA adherence, average handle time, occupancy, utilization, and service performance, providing actionable insights to leadership. Monitor AI-assisted support tools, reviewing containment, deflection, and customer satisfaction performance while identifying opportunities for optimization. Maintain operational dashboards, reporting frameworks, and workforce management documentation to support decision-making and process consistency. Partner with support leaders and operational stakeholders to improve workforce strategies, enhance productivity, and support future scaling initiatives. Contribute to continuous improvement efforts by identifying operational bottlenecks, recommending process enhancements, and supporting workforce management best practices.

Requirements

4+ years of experience in workforce management, contact center operations, or a similar operational planning environment. Proven experience building and managing workforce forecasts, schedules, and capacity plans in customer support or service operations. Strong background in real-time queue management, intraday performance monitoring, and workforce optimization. Advanced analytical skills with the ability to interpret large datasets and transform findings into actionable operational recommendations. Proficiency with reporting and data analysis tools such as Excel, Google Sheets, SQL, or equivalent platforms. Experience working with AI-powered customer support tools and evaluating their operational performance. Strong communication and stakeholder management skills, with the ability to present operational insights clearly and effectively. Familiarity with customer support platforms, workflow automation tools, and routing systems is highly desirable. Experience in SaaS, technology, or high-growth environments is considered an advantage. Ability to thrive in a fast-paced, remote-first environment while managing competing priorities and operational demands.

Benefits

Competitive salary package aligned with experience and expertise. Flexible remote working environment. Generous paid time off to support work-life balance. Comprehensive healthcare coverage, including medical, dental, vision, and prescription benefits. Paid parental, maternity, bonding, and medical leave programs. Access to confidential mental health and wellness support resources. Retirement savings plan with employer contribution opportunities where applicable. Flexible spending and health savings account options where available. Life and accident insurance coverage for added financial security. Monthly wellness allowance to support physical, mental, and personal well-being. Home office support to help create an effective remote workspace. Professional development and continuing education opportunities. Collaborative, supportive team culture with regular opportunities for connection and growth.

\n How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1