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About the Role
The Senior Workforce Management Analyst will build and scale WFM capabilities for the Customer Service function. This role owns forecasting, capacity planning, and headcount modeling across multiple support tiers and channels, serving as a strategic partner to leadership and a trusted advisor for internal and outsourced operations.
Responsibilities
- Design, build, and maintain contact volume forecasts across three levels of support.
- Forecast demand across voice, email, chat, and social channels accounting for seasonality and growth.
- Establish forecasting methodologies and documentation to ensure scalability and accuracy.
- Develop short-term and long-term headcount models to support hiring, attrition, and service level targets.
- Translate demand forecasts into staffing requirements and schedules for internal and BPO teams.
- Support scenario modeling for new initiatives and volume spikes.
- Partner with outsource vendors on workforce planning, staffing strategies, and performance management.
- Establish accountability for forecast adherence, SLA attainment, shrinkage, and productivity.
- Monitor vendor performance against contractual commitments and operational KPIs.
- Support RFPs, ramp planning, and optimization for outsourced capacity.
- Collaborate with 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.
- Present workforce insights, forecasts, and risks to senior leadership.
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.
- 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.
- 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.
- Excellent communication skills with experience presenting to senior leadership.
- Willingness to travel occasionally for team meetings and annually to partner outsource centers.
Skills
- Workforce Management
- Forecasting
- Capacity Planning
- Headcount Modeling
- BPO Management
- Excel
- Google Sheets
- NICE
- Verint
- Genesys
- CCMath
- Scenario Planning
- Strategic Planning
Location
- Remote - Canada (British Columbia, Alberta, Manitoba, Saskatchewan, Ontario, Nova Scotia)
Work Type
- Remote
- Full-time
Experience Level
- 5–8+ years
Salary/Compensations
- $82K - $111K CAD
Benefits
- Remote work options
- Flexible scheduling
- Generous time-off policies
- Comprehensive wellness programs
- Competitive compensation
- Comprehensive benefits
- Tuition reimbursement
- Training programs
- Employee-led resource groups
About the Company
- World Education Services (WES) is a non-profit social enterprise supporting the educational, economic, and social inclusion of immigrants, refugees, and international students.
- WES has 50 years of experience in international academic credential evaluation.
- The organization shapes policy, designs programs, and provides philanthropic funding to drive systems change.
Equal Opportunity
- World Education Services is committed to fostering an inclusive workplace and providing equal opportunities to all qualified individuals regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics.
- The organization complies with all applicable federal, state, and local anti-discrimination laws.