Workforce Manager

We are excited to open applications for the Assistant Vice President (AVP) – Workforce Management, a key leadership position responsible for driving operational excellence, SLA delivery, and strategic workforce planning across multiple teams.Key ResponsibilitiesProvide strategic leadership and oversight to the WFM department, including Managers, LAMs/AMs, and senior executives.Ensure all accounts meet SLA and operational performance requirements.Act as the primary liaison between operations, MIS, shared services, and Stateside stakeholders.Mentor and coach WFM leaders to enhance team performance, engagement, and morale.Develop and maintain staffing and capacity plans aligned with operational and financial goals.Lead process improvement initiatives and promote best practices in workforce optimization.Analyze KPIs, forecast trends, and recommend strategies to enhance efficiency.Manage escalations, address client feedback, and ensure compliance with company and regulatory standards.Support the WFM VP with strategic initiatives and serve as backup when required.QualificationsBachelor’s degree in Business Administration, Operations Management, or a related field.Extensive experience in Workforce Management, including forecasting, capacity planning, and scheduling.Proven leadership experience across multiple accounts with large, diverse teams.Strong analytical, problem-solving, and decision-making capabilities.Excellent stakeholder engagement, communication, and coaching skills.Proficiency with WFM systems, performance metrics, and optimization methodologies.In alignment with the Employment Equity Act, preference will be given to candidates from historically underrepresented groups in line with our EE targets.