Workforce Planning Lead - Contact Center Scheduling & Optimization

Jobtailor; Canada; On-site; CAD 80,000 - 110,000; Full time

Job summary

Jobtailor is seeking a Workforce Management Lead to forecast staffing for a large Canadian care center operation and to allocate 300+ staff across multiple sites and a vendor partner. The ideal candidate will develop schedules aligned with workload and business priorities, while coordinating with training and operations for smooth transitions from training to production.

Responsibilities include intraday adjustments, performance monitoring, and creating workforce reports and dashboards.

Qualifications

• Bachelor’s degree required.
• 3-5 years of experience in workforce management, resource planning, scheduling, forecasting, or related field.
• Experience with high-volume contact center or customer service operations preferred.
• Advanced knowledge of workforce management principles including forecasting, scheduling, intraday management, and resource allocation.
• Experience with workforce management software required (Aspect preferred).

Responsibilities

• Forecast workforce requirements for calls, email, back-office activities, and other workloads.
• Allocate and schedule 300+ Care Center employees and supporting resources across three internal locations and one vendor partner.
• Develop and modify employee schedules based on workload, priorities, and quality-of-life considerations.
• Coordinate with Training and Operations teams on training schedules and onboarding.
• Plan and schedule meetings, coaching, and administrative work.
• Assist new-hire transitions from training to production with mentoring and floor-walking support.
• Identify staffing gaps and adjust scheduling or resource allocation.
• Monitor real-time performance and intraday workload to optimize service levels.
• Prepare monthly performance and workforce management reports and dashboards.

Skills

Forecasting

Scheduling

Resource Allocation

Analytical Skills

Communication

Stakeholder Management

Mentoring

Adaptability

Education

Bachelor’s degree

Tools

Aspect

Job description

Jobtailor is seeking a Workforce Management Lead to forecast staffing for a large Canadian care center operation and to allocate 300+ staff across multiple sites and a vendor partner. The ideal candidate will develop schedules aligned with workload and business priorities, while coordinating with training and operations for smooth transitions from training to production.

Responsibilities include intraday adjustments, performance monitoring, and creating workforce reports and dashboards.