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Senior Workforce Management Analyst Jobs in Quebec

Howmet Aerospace

LPI Level 2

Laval, QC

* Doit etre certifie niveau II et avoir au moins deux ans d'experience en inspection par ressuage fluorescent. * Contacts Niveau III pour informer des problemes sur des pieces specifiques. * Etablit ...

Intact Financial

Workforce Planning Analyst

Laval, QC · Hybrid

About the role Transform the future as a Workforce Planning Analyst on our innovative team! Join a ... Persuasive communication and time management skills to thrive in a collaborative environment.

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Senior Workforce Management Analyst information

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$12

$37

$57

How much do senior workforce management analyst jobs pay per hour?

As of Aug 6, 2026, the average hourly pay for senior workforce management analyst in Quebec is $37.19, according to ZipRecruiter salary data. Most workers in this role earn between $27.64 and $47.84 per hour, depending on experience, location, and employer.

Is a senior workforce management analyst a good career?

A senior workforce management analyst is a valuable role that involves analyzing staffing needs, forecasting labor requirements, and using tools like Excel and workforce management software. It offers opportunities for advancement, specialized skills development, and a stable career path in operations and human resources. The role typically requires strong analytical skills and experience in data-driven decision making.

What does a senior workforce management analyst do?

A Senior Workforce Management Analyst is responsible for forecasting staffing needs, analyzing workforce data, and optimizing scheduling to ensure efficient operations. They use advanced data analysis techniques to identify trends, recommend improvements, and support decision-making in areas such as staffing, productivity, and cost management. Their role often involves collaborating with management and other departments to align workforce strategies with business goals, as well as mentoring junior analysts. They play a key role in ensuring that organizations have the right number of staff with the right skills at the right times.

What are some typical challenges a senior workforce management analyst faces and how can they be addressed?

Senior Workforce Management Analysts often face challenges such as forecasting accuracy, adapting to changing business needs, and managing multiple data sources. Balancing operational efficiency with employee satisfaction can be complex, especially in fast-paced environments where call volumes or workload fluctuate. Strong analytical skills, effective communication with operations and HR teams, and continuous process improvement are key to overcoming these challenges. Utilizing advanced WFM software and staying updated on industry trends can also help ensure optimal workforce planning.

What are the key skills and qualifications needed to thrive as a senior workforce management analyst, and why are they important?

To thrive as a Senior Workforce Management Analyst, you need strong analytical skills, expertise in forecasting and scheduling, and a background in business, statistics, or a related field. Proficiency with workforce management software (such as NICE or Genesys), advanced Excel skills, and familiarity with data visualization tools are typically required. Exceptional problem-solving abilities, attention to detail, and effective communication are crucial soft skills for this role. These skills ensure accurate workforce planning, optimize operational efficiency, and enable clear stakeholder collaboration in dynamic business environments.
What cities in Quebec are hiring for Senior Workforce Management Analyst jobs? Cities in Quebec with the most Senior Workforce Management Analyst job openings:
Senior Workforce Management Analyst jobs near you
Infographic showing various Senior Workforce Management Analyst job openings in Quebec as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 13% Part Time, and 3% Contract. Highlights an 87% Physical, 3% Hybrid, and 10% Remote job distribution, with an average salary of $77,363 per year, or $37.2 per hour.

Mgr-Workforce Mgmt - Payvider Operations

TELUS

Montreal, QC • Remote

Other

Re-posted 17 days ago

TELUS rating

8.2

Company rating: 8.2 out of 10

Based on 10 frontline employees who took The Breakroom Quiz

24th of 96 rated telecommunications companies

Job description

Our team and what we'll accomplish together


We are THE Tech Company to Watch in the healthcare industry. 


As part of the TELUS Health family, the Workforce Management (WFM) team operates as a global Centre of Excellence, providing the analytical engine that optimizes workforce practices across our Payvider and Frontline Care portfolios. Reporting directly to the Payvider Director for Contact Centre Operations, you'll lead a geographically distributed team (primarily in Central America and India) that governs strategic forecasting, capacity modelling, and real-time support optimization for our Canadian Pharmacy, Collaborative Health (EMR), and Health Benefits Management operations. 


In this highly visible role, you'll architect the strategic framework that aligns international analyst resources with multi-skill interval scheduling and real-time demands transforming workforce practices from reactive tools into proactive, AI-driven optimization solutions that enable our frontline teams to deliver best-in-class support to healthcare providers across Canada.

What you'll do

  • Lead the development, governance, and optimization of national contact centre scheduling functions, forecasting practices, and long-term capacity planning matrices that balance financial performance with employee experience
  • Champion the effective optimization and operational advancement of your modern workforce management platform ecosystem, including transitions toward cloud platforms, NICE IEX, and associated predictive analytic tools
  • Turn complex interval data, shrinkage tracking, and supply-demand imbalances into clear, executive-level reports and proactive operational recommendations that drive data-driven decision-making across the organization
  • Directly lead, mentor, and build capability within your specialized team of workforce analysts, embedding a culture of analytical accountability, process excellence, and strategic agility
  • Actively explore and deploy automated software tracking and emerging technologies to move workforce models from traditional frameworks to strategic optimization engines powered by AI and machine learning
  • Partner closely with frontline Operations Managers, Strategy & Enablement teams, and People & Culture business partners to provide data-driven workforce insights, mitigate staffing bottlenecks, align global forecasting capabilities with strategic initiatives, and support specialized scheduling needs

What you bring

  • Bachelor's degree in Business, Finance, Operations Management, Mathematics, or a related field, or an equivalent combination of education and experience
  • Minimum 5 years of progressive leadership experience directly specialized in workforce management, operational capacity planning, or supply chain modelling within a large-scale contact centre environment (200+ seat deployments)
  • Expert-level, hands-on administrative and governance knowledge of major enterprise WFM product suites, with specific emphasis on NICE IEX and related forecasting tools
  • Advanced proficiency in operational analytics, mathematical modelling, and spreadsheet manipulation, with the ability to translate complex data into actionable business outcomes for non-technical partners
  • Proven success guiding analytical teams through technological or procedural transitions, converting legacy/traditional scheduling setups into optimized, centralized programs
  • Exceptional communication and interpersonal skills, with the agility to maintain alignment across operations in high-pressure situations or under tight deadlines

Great-to-haves

  • Familiarity or hands-on exposure with leveraging Generative AI, machine learning forecasting features, or automated system workflows within a workforce optimization space
  • Direct experience managing or planning for a cross-border, onshore/nearshore/offshore footprint, specifically working with remote or vendor teams in Central America and India
  • Prior experience in tech-support operations or customer care environments that interface with healthcare professionals, pharmacy management systems, or EMR/claims ecosystems
  • Bilingual proficiency in English and French

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

What TELUS employees say

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