Remote Workforce Planning & Operations Leader

Staples; Richmond Hill; Remote; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Health and Dental benefits

RRSP/DPSP

Performance bonuses

And more...

Job summary

Staples in Canada is seeking a Team Manager for Workforce Planning & Operations. This remote role with travel support ensures the right resources across Service Delivery to meet demand, improve service levels, and labor efficiency.

You will lead real-time operations and a team of Service Delivery Controllers while partnering with Service Delivery leadership. The role emphasizes forecasts, guardrails, and performance reviews, with benefits including health and dental, RRSP/DPSP, and performance

Qualifications

• Post-secondary diploma or degree is an asset.
• Workforce Management, Operations Management or related discipline is an asset.
• Strong understanding of workforce management: forecasting, scheduling, capacity planning, adherence, occupancy, and shrinkage.
• Experience leading operational improvement initiatives and supporting organizational change.
• 3–5 years of leadership experience in workforce management, operations, or service delivery.
• Experience leading workforce planning, scheduling, forecasting, or operational performance functions.
• Experience supporting multi-channel customer service environments.
• Remote role with travel for meetings; evenings/weekends may be required.

Responsibilities

• Develop short- and long-term workforce forecasts across all Service Delivery functions.
• Create and maintain workforce planning models for channel coverage.
• Analyze performance metrics to identify risks, gaps, and optimization opportunities.
• Establish centralized real-time operations processes and guardrails.
• Monitor queues, service levels, and staffing availability to protect customer experience.
• Lead and develop a team of Service Delivery Controllers with clear objectives.
• Deliver regular workforce and operational performance reviews and recommendations.

Skills

Forecasting

Scheduling

Capacity planning

Adherence

Occupancy management

Shrinkage management

Leadership

Real-time operations

Education

Post-secondary diploma or degree

Workforce Management related degree

Operations Management degree

Business Administration degree

Tools

Workforce management systems

Reporting tools

Dashboards

Job description

Staples in Canada is seeking a Team Manager for Workforce Planning & Operations. This remote role with travel support ensures the right resources across Service Delivery to meet demand, improve service levels, and labor efficiency.

You will lead real-time operations and a team of Service Delivery Controllers while partnering with Service Delivery leadership. The role emphasizes forecasts, guardrails, and performance reviews, with benefits including health and dental, RRSP/DPSP, and performance