Workforce Planning Analyst

Build the future with us

Are you driven by analysis, operational capacity optimization, and data-driven decision-making? As a Workforce Planning Analyst, you will play a key role in aligning operational needs with available capacity. You will contribute to contact centre performance by planning, monitoring, and analyzing workforce requirements while advising managers on decisions related to capacity and the achievement of business objectives.

This position is a great opportunity to showcase your skills and fully realize your potential within a caring and trustworthy company. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.

What you’ll accomplish with us

As a Workforce Planning Analyst, you’ll be at the core of our mission. Here are the main responsibilities:

• Plan workforce requirements and activities, including schedules, vacations, statutory holidays, and offline activities, to maintain the right balance between available capacity and operational needs.
• Produce and communicate analyses to assess workforce requirements, explain variances between forecasts and actual results, and make recommendations to decision-makers.
• Act as a partner to managers by advising them on workforce coverage, service levels, abandonment rates, adherence, and operational efficiency.
• Monitor key performance indicators, identify trends, risks, and opportunities for improvement, and contribute to the development of dashboards, reports, and analytical tools.
• Ensure the smooth execution of workforce planning processes, including schedule selections, vacation calendars, and activity planning, while contributing to their optimization and standardization.
• Optimize the use of workforce planning tools, including Genesys WFM, and develop or improve models, calculators, and other decision-support tools.
• Participate in projects and initiatives that impact operational capacity and recommend process efficiency improvements.
• Collaborate closely with multidisciplinary teams, including operations, analytics, and project management, and contribute to strategic discussions and recommendations.

What could accelerate your success in this role

We’re looking for someone who:

• Has minimum 3 years of experience in workforce planning;
• Has knowledge of a workforce planning tool, including Genesys WFM;
• Stands out for their leadership and ability to influence, as well as their ability to turn analyses into clear and useful recommendations for decision-making;
• Has project management skills and is comfortable collaborating with various stakeholders;
• Has knowledge of Lean Six Sigma, considered an asset;
• Has knowledge of Power BI, considered an asset;
• Has a relevant combination of education, extensive experience, and recognized expertise in the field;
• Has an advanced level of French proficiency, as the team is French-speaking and all team meetings and day-to-day interactions are conducted in French.

Why you’ll love working with us

• A work environment where learning and development merge with a collective pursuit of excellence;
• AI is in everyone's hands, empowering you to increase your personal effectiveness while supporting the organization's growth;
• A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed;
• The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces.

Competitive Benefits

• Flexible group insurance plans
• Competitive retirement savings plan
• Employee share purchase plan
• Vacation program, wellness days, and personal development days
• Telemedicine services
• Employee and Family Assistance Program (EFAP)
• Ergonomic furniture program
• Performance bonus
• Discounts on iA products
• And much more!

Apply now and get ahead of your career, where your talent really belongs!

Still unsure about applying?

At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you!