Senior Workforce Management Analyst (Remote)

World Education Services•Toronto, ON

3d•CA$82,000 - CA$111,000•Remote

About The Position

The Senior Workforce Management (WFM) Analyst will play a critical role in building and scaling Workforce Management capabilities from the ground for WES’ Customer Service function. This individual will own forecasting, capacity planning, and headcount modeling across three tiers of customer support and multiple contact channels. This role is a strategic partner to Customer Service leadership, will influence near-and long-term staffing decisions, BPO budgeting, and operational performance. The Senior WFM Analyst will sit on the Customer Service Leadership Team and serve as a trusted advisor to both internal stakeholders and outsourcing partners.

Requirements

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.
Excellent communication skills, with experience presenting to senior leadership.

Nice To Haves

Experience in a high-growth, scaling organization.
Exposure to international or multi-region workforce planning.
Occasional domestic travel for team meetings, and international travel to partner outsource centers at least once annually.

Responsibilities

Design, build, and maintain contact volume forecasts from scratch across three levels of support (e.g., Tier 1, Tier 2, Tier 3).
Forecast demand across multiple channels, including voice, email, chat, and social, accounting for seasonality, business drivers, and growth.
Establish forecasting methodologies, assumptions, and documentation to support scalability and accuracy over time.
Continuously evaluate forecast accuracy and adjust models to improve performance.
Develop short-term and long-term headcount models to support hiring plans, attrition, productivity changes, and service level targets.
Translate forecasted demand into staffing requirements, schedules, and capacity plans across internal teams and BPO partners.
Support scenario modeling for new initiatives, product changes, or volume spikes.
Partner closely with outsource vendors on workforce planning, staffing strategies, and performance management.
Establish clear accountability for forecast adherence, SLA attainment, shrinkage, and productivity.
Monitor vendor performance against contractual commitments and operational KPIs.
Support RFPs, ramp planning, and ongoing optimization for outsourced capacity.
Partner with Customer Service Leadership on BPO budgeting, forecasting, and long-range financial planning.
Provide data-driven insights to inform cost optimization strategies.
Support annual operating plans and multi-year staffing strategies.
Serve as a core member of the Customer Service Leadership Team, contributing strategic insight and operational recommendations.
Present workforce insights, forecasts, and risks to senior leadership in a clear and actionable manner.