Director, Workforce Management & Analytics

Xplore Inc•Markham, ON

7d•Hybrid

About The Position

The Director, Workforce Management & Analytics (WFMA) is a senior operational leader responsible for ensuring Xplore’s contact centres are staffed, managed, measured, and funded to deliver strong customer outcomes, financial discipline, and agent experience at scale. Reporting to the VP, Customer Care & Contact Centres, this role owns enterprise workforce planning, forecasting, capacity management, performance reporting, KPI design, scorecards, budgets, and FTE management across service, retention, and other support teams operating virtually, and in offices (Cornwall, Fredericton Woodstock). The Director acts as the central authority for translating demand, strategy, and financial targets into executable workforce plans across multiple sites and channels. This role is critical to enabling Xplore’s transformation of the contact centre into a strategic asset balancing service levels, productivity, cost‑to‑serve, and employee sustainability in a complex, fast‑changing telecom environment.

Requirements

10+ years of progressive experience in Workforce Management, Planning, or Contact Centre Analytics, including leadership at scale.
Demonstrated success leading WFM for multi‑site, multi‑queue contact centre operations, ideally within telecommunications or another high‑volume, regulated environment.
Strong expertise in forecasting, capacity planning, scheduling, and performance analysis across multiple channels.
Proven experience managing budgets, FTE models, and workforce cost drivers.
High level of comfort working with senior leaders, Finance, and Operations to influence decisions through data.
Bachelor’s degree in Business, Analytics, Operations, Finance, or a related field
Advanced certifications in Workforce Management, analytics, or operations considered an asset
Successful completion of a Criminal Background Check

Nice To Haves

Analytical & Commercial Acumen: Links workforce decisions to customer outcomes and financial results.
Operational Judgment: Balances service levels, productivity, cost, and employee sustainability.
Influence & Collaboration: Partners effectively with Operations, Finance, HR, and Technology.
Execution Discipline: Turns strategy into executable, measurable workforce plans.
Clarity & Transparency: Creates confidence through clear assumptions, metrics, and governance.

Responsibilities

Define and own the enterprise workforce management strategy for customer care, retention, and technical support contact centres, with future opportunity to support inbound sales
Translate business plans, growth forecasts, seasonality, product launches, and operational changes into accurate demand and capacity models.
Ensure workforce plans support omnichannel delivery (voice, chat, messaging, call‑back, asynchronous) while maintaining service and productivity targets.
Partner with the VP and Operations leaders to enable long‑term workforce scalability and resilience, such at more and more customer interactions are digital and AI supported
Own volume forecasting, shrinkage modeling, capacity planning, and scheduling across all contact centre sites and queues.
Continuously improve forecast accuracy and schedule effectiveness, incorporating new channels, AI deflection, and changing customer behaviours.
Establish planning cadences for peak periods, outages, launches, and regulatory‑driven volume spikes.
Ensure workforce plans balance service levels, efficiency, agent wellbeing, and cost discipline.
Design and own the enterprise KPI framework for contact centre performance, productivity, and utilization.
Develop standardized agent, manager, and site‑level scorecards that enable coaching, accountability, and performance differentiation.
Deliver consistent, high‑quality reporting and insights to the VP, senior leadership, and Operations teams.
Move reporting from descriptive to predictive highlighting risks, trends, and forward‑looking capacity impacts.
Partner with Data and AI team to leverage new tools, technology and insights (eg. Speech analytics) to drive meaningful improvements in business and customer performance
Own workforce‑related budgets, including FTE planning, labour cost forecasts, overtime, attrition impact, and productivity assumptions.
Partner with Finance to align workforce plans with budget targets and financial commitments.
Track actuals vs. plan and proactively recommend corrective actions to maintain cost and performance discipline.
Support business cases for hiring, redeployment, technology investments, or workforce model changes.
Establish clear governance for headcount management, schedule integrity, intraday performance, and adherence.
Provide operational readiness support for new product launches, promotions, regulatory changes, and major incidents and support technology programs, as a SME related to contact centre technologies
Ensure workforce implications are fully considered in strategic decisions, transformation initiatives, and technology deployments.
Maintain strong controls and transparency around workforce data and assumptions.
Build and lead a high‑performing WFM and reporting organization with strong analytical and operational capabilities.
Develop talent with clear career paths and succession plans across WFM, planning, and performance roles.
Promote a culture of fact‑based decision‑making, accountability, and continuous improvement.
Act as a trusted advisor to contact centre leaders on workforce trade‑offs and implications.