Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning * Implement QA frameworks, calibration routines, and root-cause analysis to improve ...
Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning * Implement QA frameworks, calibration routines, and root-cause analysis to improve ...
Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning * Implement QA frameworks, calibration routines, and root-cause analysis to improve ...
Quick apply
Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning * Implement QA frameworks, calibration routines, and root-cause analysis to improve ...
HRIS Specialist
Boucherville, QC · Hybrid
... Management (Dimensions) and wants to be the person who turns our systems into a real competitive ... Administer, configure, and optimize both UKG Pro (HCM, core HR, payroll) and UKG Pro WFM ...
Quick apply
HRIS Specialist
Boucherville, QC · Hybrid
... Management (Dimensions) and wants to be the person who turns our systems into a real competitive ... Administer, configure, and optimize both UKG Pro (HCM, core HR, payroll) and UKG Pro WFM ...
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 ...
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 ...
Solution Architect - CCaaS
Montreal, QC · On-site
CXone Workforce Management (WFM) and Quality Management (QM) integrations * CXone Analytics, Interaction Analytics, and real-time reporting * CXone DFO (Digital First Omnichannel) for digital channel ...
Solution Architect - CCaaS
Montreal, QC · On-site
CXone Workforce Management (WFM) and Quality Management (QM) integrations * CXone Analytics, Interaction Analytics, and real-time reporting * CXone DFO (Digital First Omnichannel) for digital channel ...
... Management (WFM) Additional Job Details Address: RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO City: Toronto Country: Canada Work hours/week: 37.5 Employment Type: Full time Platform: PERSONAL ...
New
... Management (WFM) Additional Job Details Address: RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO City: Toronto Country: Canada Work hours/week: 37.5 Employment Type: Full time Platform: PERSONAL ...
New
... WFM, finance, etc.), providing in-depth analysis and practical recommendations to support decision ... Effective in managing multiple priorities with strong organization and time management skills.
... WFM, finance, etc.), providing in-depth analysis and practical recommendations to support decision ... Effective in managing multiple priorities with strong organization and time management skills.
... management activities. * Strong knowledge of federal, state, and local employment and payroll regulations. * Multi-province payroll experience. * Experience with UKG Pro/WFM, ADP Workforce Now, or ...
Quick apply
... management activities. * Strong knowledge of federal, state, and local employment and payroll regulations. * Multi-province payroll experience. * Experience with UKG Pro/WFM, ADP Workforce Now, or ...
Workforce Planning Analyst
Montreal, QC · Hybrid
Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (an asset). * A passion and vision for ... Persuasive communication and time management skills to thrive in a collaborative environment.
Workforce Planning Analyst
Montreal, QC · Hybrid
Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (an asset). * A passion and vision for ... Persuasive communication and time management skills to thrive in a collaborative environment.
Workforce Planning Analyst
Laval, QC · Hybrid
Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (an asset). * A passion and vision for ... Persuasive communication and time management skills to thrive in a collaborative environment.
Workforce Planning Analyst
Laval, QC · Hybrid
Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (an asset). * A passion and vision for ... Persuasive communication and time management skills to thrive in a collaborative environment.
Workforce Planning Analyst
Montreal, QC · Hybrid
Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (an asset). * A passion and vision for ... Persuasive communication and time management skills to thrive in a collaborative environment.
Workforce Planning Analyst
Montreal, QC · Hybrid
Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (an asset). * A passion and vision for ... Persuasive communication and time management skills to thrive in a collaborative environment.
Workforce Planning Analyst
Laval, QC · Hybrid
Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (an asset). * A passion and vision for ... Persuasive communication and time management skills to thrive in a collaborative environment.
Workforce Planning Analyst
Laval, QC · Hybrid
Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (an asset). * A passion and vision for ... Persuasive communication and time management skills to thrive in a collaborative environment.
Wfm Manager information
What are WFM Managers?
Workforce Management (WFM) Managers are professionals responsible for overseeing staff scheduling, forecasting workload, and optimizing resource allocation within an organization. They use data analysis and specialized software to ensure that the right number of employees are available to meet business needs, particularly in customer service environments like call centers. WFM Managers play a key role in improving efficiency, reducing costs, and maintaining high service levels by balancing staffing with demand. Their responsibilities often include real-time monitoring, capacity planning, and reporting on workforce metrics.
What is the difference between Wfm Manager vs Workforce Analyst?
| Aspect | Wfm Manager | Workforce Analyst |
|---|---|---|
| Credentials | Typically requires a bachelor’s degree in business, operations, or related field; certifications like Certified Workforce Planning Professional (CWPP) are common | Usually holds a bachelor’s degree in analytics, business, or related field; may also pursue certifications in data analysis or workforce planning |
| Work Environment | Leads teams, manages scheduling, forecasting, and resource allocation in call centers or service operations | Analyzes data, develops reports, and provides insights to optimize workforce performance |
| Employer & Industry Usage | Found in call centers, retail, healthcare, and other industries with large workforce management needs | Common in similar industries, focusing on data analysis to support workforce decisions |
The Wfm Manager oversees the entire workforce management process, including team leadership and strategic planning, while the Workforce Analyst focuses on data analysis and reporting to inform staffing decisions. Both roles are essential in optimizing workforce efficiency but differ in scope and responsibilities.
What are some common challenges faced by a WFM Manager and how can they be addressed?
One of the most common challenges for a WFM (Workforce Management) Manager is accurately forecasting staffing needs to balance operational efficiency with service quality. Fluctuating call volumes, unexpected absences, and changing business priorities can complicate scheduling. Successful WFM Managers proactively use historical data, real-time analytics, and close collaboration with operations teams to adjust plans quickly. Regular communication with both agents and leadership helps identify pain points early and implement effective solutions.
What are the key skills and qualifications needed to thrive as a WFM (Workforce Management) Manager, and why are they important?
To thrive as a WFM Manager, you need strong analytical skills, expertise in forecasting, scheduling, and capacity planning, typically supported by a degree in business, statistics, or a related field. Proficiency with WFM software like NICE, Verint, or Genesys, and certifications in workforce management tools or methodologies, are highly valued. Exceptional communication, leadership, and problem-solving abilities help you effectively lead teams and collaborate across departments. These skills and qualities are crucial to ensure optimal staffing, efficient operations, and high customer satisfaction in dynamic environments.
What jobs in the US pay 300,000 a year?
Wfm Managers typically do not earn $300,000 annually; such high salaries are more common in executive roles like Chief Operating Officers, Chief Executive Officers, or specialized professions such as surgeons, anesthesiologists, or investment bankers. High-paying jobs often require extensive experience, advanced degrees, or certifications, and may involve leadership, strategic decision-making, or technical expertise. Compensation varies based on industry, location, and company size.
What are the 4 pillars of WFM?
The four pillars of Workforce Management (WFM) are forecasting, scheduling, real-time management, and reporting. These components help WFM managers ensure optimal staffing levels, improve operational efficiency, and enhance customer service by accurately predicting demand and adjusting resources accordingly.
What is the WFM salary?
The salary for a Workforce Management (WFM) Manager typically ranges from $60,000 to $100,000 annually, depending on experience, location, and company size. WFM managers often oversee scheduling, forecasting, and staffing using tools like NICE or Verint, and may require certifications in workforce management or related fields.
What does a WFM manager do?
A WFM (Workforce Management) manager oversees staffing, scheduling, and resource allocation to ensure optimal team performance and service levels. They analyze data, forecast workload, and use tools like workforce management software to plan and adjust schedules, often working closely with operations and HR teams.
What job categories do people searching Wfm Manager jobs in Quebec look for? The top searched job categories for Wfm Manager jobs in Quebec are:
Full-time
Medical, Dental, Vision, Life, PTO
Re-posted 29 days ago
Job description
Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid-senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation-with progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).
Key Responsibilities- Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
- Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
- Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels
- Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
- Implement QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance
- Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards
- Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
- Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI reporting)
- Ensure appropriate privacy and data-handling practices aligned with PIPEDA (and provincial equivalents where applicable)
- Promote a safe workplace aligned with applicable health and safety expectations (province/territory dependent)
Requirements
- Education/qualifications: Secondary school completion typically required; college diploma or bachelor's degree (Business, Communications, Operations, Analytics, or related) is an asset. Equivalent experience is considered
- Experience: Typically 6-12+ years in call centre/contact centre environments, including 3-6+ years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
- Core capabilities:
- People leadership, coaching, performance management, and change delivery
- KPI-led operations management and continuous improvement (Lean/Six Sigma exposure is beneficial)
- WFM fundamentals (forecasting, scheduling, real-time management, adherence)
- Quality assurance, training design, escalation/complaints management, and CX improvement
- Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
- Systems/tools (varies by role): CRM and case management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)
Benefits
- Extended Healthcare Plan (Medical, Disability, Dental & Vision)
- RPP - Group RRSP
- Group Life - AD&D - Critical Illness Insurance
- Paid Time Off Benefits
- Training & Development