Workforce Management Lead, Enterprise Ops

📋 Description

• Lead demand forecasting, capacity planning, and utilization reporting.
• Oversee weekly staffing and scheduling; optimize agent allocation.
• Maintain real-time view of active and pipeline projects; exec briefings.
• Drive decisions on tooling, analytics and reporting requirements.
• Build a robust project pipeline with stakeholders for future work.
• Measure cost efficiency; apply AI tools; align with quarterly OKRs.

🎯 Requirements

• 10+ years in operations; 5+ yrs in vendor mgmt, WM, or capacity planning.
• Strong stakeholder influence; negotiate demands, mediate priorities.
• Partner to senior leaders; translate goals into measurable workforce plans.
• Excellent process design and execution; launch cross-functional processes.
• Build capacity, staffing, and resource plans based on ROI.
• Strong analytics; break performance into drivers; ROI view; SQL a plus.

🎁 Benefits

• Remote-eligible; may visit offices; must reside in eligible Canadian provinces.
• Commitment to Inclusion and Belonging; diverse candidates encouraged.
• Disability-inclusive process; accommodations available on request.
• Competitive compensation package; base pay aligned with market.
• AI/tools-driven work; training and automation opportunities.