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Workforce Optimization Jobs in Ontario (NOW HIRING)

Air Canada

Workforce Planning Analyst

Toronto, ON

The Workforce Planning Analyst is responsible for supporting data collection, tracking, analysis ... Create analysis of flight schedules, determine optimal yearly periods for all resource ...

Payworks Inc.

Campaign Optimization Specialist

Toronto, ON · Hybrid

CA$72K - CA$85K/yr

Payworks is a leading workforce management solutions provider and multi-year winner of the Canada ... You own the testing strategy, optimization roadmap, and performance analysis that keeps every ...

The Altus Group

Manager, Strategy & Operations

Toronto, ON · Remote

CA$120K - CA$140K/yr

You will work on high-impact initiatives that influence growth strategy, operational efficiency, business growth program execution, workforce optimization, customer experience, and commercial ...

Marinabaysands

Search Engine Optimization (SEO) * Identify high-impact keyword opportunities aligned to user ... workforce, providing equal opportunities as we grow our talent base to match our growth ambitions ...

Trimble

You will move beyond standard reporting by optimizing cutting-edge features like the Manager ... workforce information. Essential Skills & Experience Three or more years of hands-on experience ...

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All JobsWorkforce Optimization JobsWorkforce Optimization Jobs in Ontario

Workforce Optimization information

See Ontario salary details

$25K

$72.8K

$107.5K

How much do workforce optimization jobs pay per year?

As of Jul 14, 2026, the average yearly pay for workforce optimization in Ontario is $72,834.00, according to ZipRecruiter salary data. Most workers in this role earn between $53,000.00 and $92,500.00 per year, depending on experience, location, and employer.

What are some typical daily responsibilities for someone working in Workforce Optimization?

As a Workforce Optimization professional, your daily responsibilities often include analyzing staffing levels, monitoring call volumes (if in a contact center), forecasting workforce demand, and adjusting schedules to meet changing business needs. You will typically collaborate closely with operations managers, team leads, and HR to ensure departments are properly staffed while maximizing efficiency and minimizing costs. Regular tasks may also involve generating reports, reviewing performance data, and making real-time recommendations based on analytics. This dynamic role offers the opportunity to influence productivity and contribute directly to organizational success.

What is workforce optimization?

Workforce optimization is a process used by organizations to improve employee productivity and operational efficiency through data analysis, scheduling, and resource management. It often involves tools like workforce management software and requires skills in analytics and planning to align staffing with business needs.

What is a Workforce Optimization job?

A Workforce Optimization (WFO) job focuses on improving efficiency, productivity, and employee performance within an organization. This role typically involves analyzing workforce data, optimizing schedules, implementing technology solutions, and enhancing customer service operations. Professionals in WFO use tools like forecasting, performance analytics, and automation to ensure the right number of employees are available at the right time. Their goal is to balance operational efficiency with employee engagement while meeting business objectives.

Is a WFM analyst a good career?

A Workforce Management (WFM) analyst is a valuable role focused on optimizing staffing, scheduling, and resource allocation using tools like workforce management software. It offers opportunities for career growth, requires analytical skills, and often involves working in call centers or customer service environments. The role can be stable and well-paying for those with strong data analysis and communication skills.

What are the key skills and qualifications needed to thrive in the Workforce Optimization position, and why are they important?

To excel in Workforce Optimization, proficiency in data analysis, forecasting, and workforce planning is essential, often supported by a background in business, HR, or operations management. Familiarity with workforce management (WFM) platforms such as NICE, Kronos, or Genesys, and certifications like Six Sigma or Workforce Management Professional (CWMP) are highly valued. Strong communication, problem-solving abilities, and adaptability distinguish top performers in this role. These skills and qualifications enable effective deployment of resources, improved operational efficiency, and alignment of staffing with organizational goals.

What jobs pay 4000 a week without a degree?

In workforce optimization roles, high-paying positions such as experienced project managers or consultants can earn around $4,000 weekly, especially with specialized skills in data analysis, scheduling software, or process improvement. These roles often require extensive experience, strong organizational skills, and certifications like Six Sigma or PMP, but may not require a formal degree.

What is the 3 month rule for jobs?

The 3 month rule in workforce optimization typically refers to a probationary period of three months during which employee performance is closely monitored and evaluated. This period allows employers to assess skills, fit, and productivity before making long-term employment decisions or offering benefits. It is a common practice in many organizations to ensure new hires meet performance standards early on.
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What cities in Ontario are hiring for Workforce Optimization jobs? Cities in Ontario with the most Workforce Optimization job openings:
Workforce Optimization jobs near you
Infographic showing various Workforce Optimization job openings in Ontario as of July 2026, with employment types broken down into 88% Full Time, 9% Part Time, and 3% Contract. Highlights an 79% Physical, 4% Hybrid, and 17% Remote job distribution, with an average salary of $72,834 per year, or $35 per hour.
Contact Center Operations & Optimization Consultant

Contact Center Operations & Optimization Consultant

Miratech

Toronto, ON • On-site

Full-time

Medical

Re-posted 15 days ago

Job description

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. 
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are seeking a Contact Center Operations & Optimization Consultant to lead the next phase of transformation by defining and driving the operational strategy that converts our contact center investment into measurable business outcomes.

This is a strategic, business-facing role rather than a technical implementation position. You will not be responsible for platform configuration. Instead, you will assess current operations, define the future-state operating model, and build a roadmap of process, workforce, and capability improvements. Internal and partner technical teams will execute the implementation, while you will own the operational vision, business case development, stakeholder alignment, and adoption strategy.

The ideal candidate is an experienced contact center operations leader with strong knowledge of modern CCaaS platforms - particularly Genesys Cloud - and a proven ability to translate platform capabilities into operational strategy, measurable value, and executive-level recommendations.

Responsibilities:

  • Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration.
  • Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons.
  • Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
  • Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including:
    • AI and self-service solutions
    • Intelligent routing
    • Workforce engagement management
    • Analytics and reporting
    • Omnichannel customer engagement
  • Translate business opportunities into clear operational and business requirements for technical delivery teams.
  • Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures.
  • Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices.
  • Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement.
  • Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization.
  • Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.
Qualifications
  • 10+ years of progressive experience in contact center operations, including senior leadership, operational strategy, or transformation roles.
  • Deep expertise in contact center operating models, including:
    • Routing strategies
    • Workforce management
    • Self-service and channel strategy
    • Quality assurance and coaching
    • Customer journey design
    • Performance management
    • Operational governance
  • Strong working knowledge of Contact Center solutions capabilities sufficient to identify business opportunities, define requirements, and collaborate effectively with technical teams. Hands-on platform configuration experience is not required.
  • Proven ability to translate business strategy into operational transformation and measurable business outcomes.
  • Strong analytical, problem-solving, and storytelling skills with the ability to synthesize data into actionable executive recommendations.
  • Demonstrated success leading operational transformation and process improvement initiatives, delivering measurable improvements in efficiency, customer experience, employee experience, or cost optimization.
  • Excellent stakeholder management and executive communication skills.
  • Experience leading change management and organizational adoption initiatives.
  • Familiarity with continuous improvement methodologies such as Lean, Six Sigma, Kaizen, or equivalent frameworks.

Nice to have:

  • Professional working proficiency in Spanish, including the ability to facilitate workshops, interview stakeholders, and prepare documentation.
  • Experience leading post-migration optimization initiatives following like-for-like CCaaS implementations.
  • Exposure to multiple CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect.
  • Experience building or maturing workforce management, quality management, or performance management practices.
  • Familiarity with conversational AI, self-service automation, and customer journey orchestration strategies.

Additional Information

We offer:

  • Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
  • Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
  • Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
  • Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
  • Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
  • Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
  • Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.