Manager, Workforce Management Capacity & Productivity Analytics
About The Position
This role leads the validation and analysis of workforce capacity and efficiency assumptions across Enterprise Workforce Management. The team ensures that projected impacts from business initiatives are supported by data and accurately reflected in workforce plans. The role is responsible for bridging the gap between business expectations and actual operational outcomes, using data to validate assumptions and support decision-making. This includes tracking initiative impacts, identifying variances, and ensuring workforce plans are based on reliable information. The successful candidate will bring strong analytical capabilities, attention to detail, and the ability to translate complex data into clear insights. This role plays a critical part in improving the accuracy and effectiveness of workforce planning. As part of an evolving analytics capability, the successful applicant will help establish structured processes to validate assumptions and strengthen WFM’s data-driven approach.
Requirements
- Undergraduate degree or equivalent experience
- 5+ years in workforce analytics, capacity planning, or related field
- Strong analytical and modelling skills
- Experience working with operational and workforce data
- Familiarity with WFM systems and reporting tools
- Strong understanding of contact centre or operations environment
Nice To Haves
- Experience in financial services is an asset
Responsibilities
- Partner with business and performance teams to understand initiative assumptions
- Validate productivity and efficiency impacts using operational data
- Provide insights on variances between expected and actual outcomes
- Support forecasting and planning teams with accurate, validated inputs
- Develop processes for tracking and assessing initiative performance
- Communicate findings clearly to both operational and senior audiences
- Ensure workforce plans are based on validated and reliable data
- Identify risks related to inaccurate assumptions and escalate as needed
- Support efficient allocation of resources through improved data accuracy
- Partner with Finance and Forecasting teams to align on assumptions
- Continuously improve analytical frameworks and validation processes
- Maintain compliance with internal standards and reporting expectations
- Provide leadership within a data-driven and analytical environment
- Build strong relationships with business partners and internal teams
- Promote a culture of accuracy, accountability, and continuous improvement
- Support development of analytical skills across the team
- Share insights and best practices across WFM functions
Benefits
- health and well-being benefits
- savings and retirement programs
- paid time off
- banking benefits and discounts
- career development
- reward and recognition programs
- training programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
