Workforce Management Specialist

* 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
* 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
* SLA framework development — establish service level standards in partnership with regional retail partners, build the measurement infrastructure, and drive consistent delivery against agreed targets
* Forecast accuracy — call volume predictions vs. actuals, driving optimal staffing alignment
* Reporting cadence — timely, accurate management metrics delivered on schedule
* Project execution — successful delivery of championed initiatives on time and on scope
* Client experience — delivering a premium omni-channel experience that consistently meets or exceeds service level expectations
* Operational scalability — building future-ready processes and infrastructure capable of supporting significant growth
* Data-driven improvement — leveraging analytics as a core driver of continuous improvement across the contact center
* 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
* We work hard and play hard! Get ready for our Staff Holiday Parties!!
* Paid day off for your birthday – we want to celebrate you!
* Paid half a day off for volunteering in your community - HUB is a company that gives back and is active in our communities
* Room to grow within the organization
* Lots of company perks, benefits, RRSP matching and great compensation
#J-18808-Ljbffr