Workforce Management Specialist

HUB International • Chilliwack, BC

7d • Onsite

About The Position

Reporting to the VP of Operational Enablement and partnering with Operations Support and Retail Leadership, the Workforce Management Specialist is instrumental in the deployment and ongoing support of contact center technology, processes, and analytics. This role ensures the leadership team is equipped with robust reporting, accurate forecasting, optimized scheduling, real-time monitoring, and the broader operational capabilities required to drive performance and informed decision-making.

Requirements

• 7+ years of hands-on Workforce Management experience spanning the full WFM lifecycle: Forecasting, Capacity Planning, Scheduling, and Real-Time Management
• Demonstrated experience standing up or significantly maturing a WFM function — not just operating within an established one
• Deep familiarity with WFM and contact center platforms — NICE CXone experience is a strong asset
• Advanced analytical skills with demonstrated ability to interpret data, build models, and present insights clearly to both technical and non-technical audiences
• Proficiency in Excel and/or other analytics tools (Power BI experience is a plus)
• Strong understanding of contact center KPIs including service levels, AHT, FCR, CSAT, and occupancy rates
• Excellent communication and relationship skills — comfortable working across all levels, from front-line agents to senior leadership
• A self-starter mindset with the ability to manage multiple priorities independently in a fast-paced environment
• Experience in the insurance industry or a regulated service environment is an asset

Nice To Haves

• NICE CXone experience is a strong asset
• Power BI experience is a plus
• Experience in the insurance industry or a regulated service environment is an asset

Responsibilities

• Build and maintain short- and long-term agent schedules aligned to forecasted workload, service level goals, and compensation budgets
• Proactively adjust schedules in response to volume trends, vacation requests, and real-time operational needs
• Perform what-if scenario analysis to model the impact of staffing changes, workload shifts, and service level trade-offs
• Forecast call volumes and staffing requirements using historical trends, business inputs, and seasonal patterns
• Deliver daily, weekly, and monthly performance reporting including SLA, AHT, abandonment, occupancy, and agent-level stats
• Analyze performance variances, surface trends, and translate data into clear, actionable recommendations for leadership
• Monitor live queue performance, interval metrics, and service level thresholds throughout the day — identifying and acting on emerging issues before they escalate
• Execute intraday staffing adjustments including break management, overtime, and voluntary time off to keep staffing aligned with real-time demand
• Communicate intraday variances and recommended responses to operations leadership in a timely and clear manner
• Serve as SME and administrator for the contact center platform — managing IVR configuration, call flows, queue priorities, skills, and holiday programming. NICE CXone experience is a strong asset
• Troubleshoot contact center system issues and liaise with Corporate IT to resolve technology gaps
• Identify and champion opportunities to leverage automation, integrations, and new platform capabilities to improve operational efficiency
• Onboard and train new managers and agents on contact center tools and reporting
• Partner with regional retail leadership to define service level standards, KPIs, and performance targets for the contact center
• Build the measurement and reporting infrastructure required to track, report, and drive accountability against agreed SLA targets
• Continuously refine standards as the operation matures, using data-driven insights to evolve targets and benchmarks
• Provide operational project support for strategic initiatives, ensuring timely execution and clear communication to stakeholders
• Recommend and build the business case for new features, processes, or technology enhancements
• Participate in Disaster Recovery Planning (DRP) activities and execution
• Maintain master agent and backup listings and ensure data integrity across all WFM systems

Benefits

• extended health benefits
• disability insurance
• RRSP matching
• paid-time-off benefits
• eligible bonuses
• commissions for some positions
• Paid day off for your birthday
• Paid half a day off for volunteering in your community
• Room to grow within the organization
• Lots of company perks
• HUB Ready training for new employees
• financial support for licensing, industry designations, management & leadership development, and other related courses, designations or programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees