Workforce Management (WFM) Analyst

As a Workforce Management Analyst, you will play a key role in the daily operations of our contact centers. You will be responsible for monitoring, analyzing, and adjusting activities in real-time to ensure compliance with service levels, performance agreements, and customer satisfaction.

Requirements

• Degree in administration, mathematics, operations management, or a related field
• Minimum of 1 to 3 years of experience in a contact center or operations management role
• Knowledge of contact center environments
• Proficiency in real-time management tools
• Good understanding of operational performance indicators (ASA, AHT, adherence rate, occupancy rate)
• Proficiency in Excel and reporting tools (Power Query, Power BI, etc.)
• Experience in real-time, planning, or logistics (strong asset)
• Excellent analytical and quick decision-making skills
• Strong organizational skills and priority management
• Clear and professional communication
• Team spirit, proactive and solution-oriented attitude
• Thoroughness, reliability, and attention to detail
• Bilingualism (French/English)

Benefits

• Financial rewards program
• Employee Share Purchase Plan (50% matching)
• Extensive flex pension and benefits package
• Virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• Annual wellness account
• Access to tools and resources for physical and mental health
• Dynamic workplace learning ecosystem
• Inclusive employee-led networks
• Community Impact program