This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation-with ...
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation-with ...
Be a champion of inclusion and diversity You bring to the role: * 6+ years of management consulting ... We're committed to fostering a workforce that reflects the diversity of the communities in which we ...
Be a champion of inclusion and diversity You bring to the role: * 6+ years of management consulting ... We're committed to fostering a workforce that reflects the diversity of the communities in which we ...
Be a champion of inclusion and diversity You bring to the role: * 6+ years of management consulting ... We're committed to fostering a workforce that reflects the diversity of the communities in which we ...
Be a champion of inclusion and diversity You bring to the role: * 6+ years of management consulting ... We're committed to fostering a workforce that reflects the diversity of the communities in which we ...
Workforce Scheduler II
CA$105K/yr
What you'll do as Workforce Scheduler ... Schedule and manage technician shop and field activities, including commissioning, decommissioning ...
Workforce Scheduler II
CA$105K/yr
What you'll do as Workforce Scheduler ... Schedule and manage technician shop and field activities, including commissioning, decommissioning ...
Site Superintendent
Calgary, AB · Remote
Who We Are ATCO Frontec is a market leader providing facilities management, camp services, workforce lodging, operational support, and emergency management solutions across a diverse range of clients ...
Site Superintendent
Calgary, AB · Remote
Who We Are ATCO Frontec is a market leader providing facilities management, camp services, workforce lodging, operational support, and emergency management solutions across a diverse range of clients ...
Craft Recruiter
Edmonton, AB · On-site
Collaborates with workforce management and project teams to assess current and forecasted labour needs. * Develops and implements recruitment strategies aligned with project demands and timelines.
Craft Recruiter
Edmonton, AB · On-site
Collaborates with workforce management and project teams to assess current and forecasted labour needs. * Develops and implements recruitment strategies aligned with project demands and timelines.
Collaborates with workforce management and project teams to assess current and forecasted labour needs. * Develops and implements recruitment strategies aligned with project demands and timelines.
Collaborates with workforce management and project teams to assess current and forecasted labour needs. * Develops and implements recruitment strategies aligned with project demands and timelines.
Collaborates with workforce management and project teams to assess current and forecasted labour needs. * Develops and implements recruitment strategies aligned with project demands and timelines.
Collaborates with workforce management and project teams to assess current and forecasted labour needs. * Develops and implements recruitment strategies aligned with project demands and timelines.
Manage the end-to-end lifecycle of contingent workers, ensuring smooth onboarding, compliance, extensions, and timely offboarding. * Take ownership of a portfolio of contingent workforce requests and ...
Manage the end-to-end lifecycle of contingent workers, ensuring smooth onboarding, compliance, extensions, and timely offboarding. * Take ownership of a portfolio of contingent workforce requests and ...
Client Relationship Management: * Manage and nurture relationships with existing clients; serve as ... Meet with clients to understand their workforce needs and tailor staffing solutions that align with ...
Quick apply
Client Relationship Management: * Manage and nurture relationships with existing clients; serve as ... Meet with clients to understand their workforce needs and tailor staffing solutions that align with ...
You are a resourceful and highly organized workforce planning, resourcing, or recruitment ... As PMO Resource Analyst, Major Projects , you will be involved in: Major Project Mobilization ...
Quick apply
You are a resourceful and highly organized workforce planning, resourcing, or recruitment ... As PMO Resource Analyst, Major Projects , you will be involved in: Major Project Mobilization ...
... workforce management practices. The role serves as the primary point of contact for employee and labour relations matters, including grievance administration, investigations, collective agreement ...
Quick apply
... workforce management practices. The role serves as the primary point of contact for employee and labour relations matters, including grievance administration, investigations, collective agreement ...
... workforce management practices. The role serves as the primary point of contact for employee and labour relations matters, including grievance administration, investigations, collective agreement ...
... workforce management practices. The role serves as the primary point of contact for employee and labour relations matters, including grievance administration, investigations, collective agreement ...
Manager
Edmonton, AB · Hybrid
CA$45.23 - CA$77.51/hr
Leadership & Team Management: Lead and manage the Provincial Workforce Systems Technology team, providing strategic direction, coaching, and support. Ensure the successful delivery of operational ...
Manager
Edmonton, AB · Hybrid
CA$45.23 - CA$77.51/hr
Leadership & Team Management: Lead and manage the Provincial Workforce Systems Technology team, providing strategic direction, coaching, and support. Ensure the successful delivery of operational ...
Corporate Manager, Talent Management
Edmonton, AB · On-site +1
This role is an opportunity to modernize the employee and manager experience, strengthen talent practices, and help build the workforce PCL needs for the future. This role is for a talent leader who ...
New
Corporate Manager, Talent Management
Edmonton, AB · On-site +1
This role is an opportunity to modernize the employee and manager experience, strengthen talent practices, and help build the workforce PCL needs for the future. This role is for a talent leader who ...
New
Corporate Manager, Talent Management
Edmonton, AB · On-site +1
This role is an opportunity to modernize the employee and manager experience, strengthen talent practices, and help build the workforce PCL needs for the future. This role is for a talent leader who ...
Corporate Manager, Talent Management
Edmonton, AB · On-site +1
This role is an opportunity to modernize the employee and manager experience, strengthen talent practices, and help build the workforce PCL needs for the future. This role is for a talent leader who ...
Corporate Manager, Talent Management
Edmonton, AB · On-site +1
This role is an opportunity to modernize the employee and manager experience, strengthen talent practices, and help build the workforce PCL needs for the future. This role is for a talent leader who ...
Corporate Manager, Talent Management
Edmonton, AB · On-site +1
This role is an opportunity to modernize the employee and manager experience, strengthen talent practices, and help build the workforce PCL needs for the future. This role is for a talent leader who ...
Technical Support Supervisor
Calgary, AB · On-site
Support workforce management by monitoring attendance, scheduling, and ensuring appropriate staffing coverage. * Champion a customer-first culture that promotes accountability, teamwork, and ...
Quick apply
Technical Support Supervisor
Calgary, AB · On-site
Support workforce management by monitoring attendance, scheduling, and ensuring appropriate staffing coverage. * Champion a customer-first culture that promotes accountability, teamwork, and ...
Support workforce management by monitoring attendance, scheduling, and ensuring appropriate staffing coverage. * Champion a customer-first culture that promotes accountability, teamwork, and ...
Support workforce management by monitoring attendance, scheduling, and ensuring appropriate staffing coverage. * Champion a customer-first culture that promotes accountability, teamwork, and ...
Experience with Aimsio or similar workforce management software is an asset * Ability to commit to a 12 & 2 rotation, working up to 12-hour days for the full duration of the turnaround * Valid Class ...
Experience with Aimsio or similar workforce management software is an asset * Ability to commit to a 12 & 2 rotation, working up to 12-hour days for the full duration of the turnaround * Valid Class ...
Workforce Management Manager information
What is the difference between Workforce Management Manager vs Workforce Analyst?
| Aspect | Workforce Management Manager | Workforce Analyst |
|---|---|---|
| Credentials | Typically requires a bachelor’s degree in business, operations, or related field; certifications like Workforce Management Certification are common | Usually holds a bachelor’s degree in analytics, business, or related area; certifications like Certified Analytics Professional may be preferred |
| Work Environment | Leads teams, manages scheduling, forecasting, and resource allocation in call centers or service industries | Analyzes data, develops reports, and provides insights to optimize staffing and operations |
| Employer & Industry Usage | Used across call centers, retail, healthcare, and customer service industries | Common in similar industries, focusing on data analysis and reporting |
While both roles focus on workforce optimization, the Workforce Management Manager oversees planning and team leadership, whereas the Workforce Analyst concentrates on data analysis and reporting to support decision-making.
What are the key skills and qualifications needed to thrive as a Workforce Management Manager, and why are they important?
To thrive as a Workforce Management Manager, you need strong analytical skills, experience in forecasting and scheduling, and typically a degree in business, operations, or a related field. Familiarity with workforce management software such as NICE, Kronos, or Verint, as well as advanced Excel skills, is essential. Exceptional communication, leadership, and problem-solving abilities help you motivate teams and adapt to changing business needs. These skills ensure optimal resource allocation, improved productivity, and efficient operations that support organizational goals.
What does a Workforce Management Manager do?
A Workforce Management Manager is responsible for overseeing the planning and coordination of staffing levels to ensure that an organization has the right number of employees available at the right times. They analyze workforce data, forecast staffing needs, and implement scheduling strategies to maximize productivity and efficiency. Additionally, they often supervise workforce analysts and collaborate with other departments to meet service level goals while managing costs. Their role is crucial in industries like call centers, retail, and healthcare, where staffing needs fluctuate frequently.
What are some common challenges faced by Workforce Management Managers, and how can they be addressed?
Workforce Management Managers often encounter challenges such as accurately forecasting staffing needs, balancing employee schedules with business demands, and adapting to sudden changes like unexpected absences or shifts in workload. Success in this role requires strong analytical skills, effective communication with team leads and HR, and the ability to leverage workforce management software efficiently. Building collaborative relationships across departments and staying flexible can help address these challenges, ensuring staffing levels remain optimal and service levels are consistently met.
What are popular job titles related to Workforce Management Manager jobs in Alberta? For Workforce Management Manager jobs in Alberta, the most frequently searched job titles are:
What job categories do people searching Workforce Management Manager jobs in Alberta look for? The top searched job categories for Workforce Management Manager jobs in Alberta are:
What cities in Alberta are hiring for Workforce Management Manager jobs? Cities in Alberta with the most Workforce Management Manager job openings:
Full-time
Medical, Dental, Vision, Life, PTO
Re-posted 10 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