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Added 1 month ago
Center Director | Calgary
FB Education Services
Calgary, AB
Full-time
The Center Director manages the daily operations of an individual academy, ensuring a safe, nurturing and educational environment for children. This role is also responsible to ensure the…
Added 4 days ago
National Director of Business Development
AutoCanada Inc.
Calgary, AB · Edmonton, AB · Montreal, QC · ON
$120,000 to $170,000 CAD / year
Full-time
Lieu : Edmonton (AB), Montréal (QC), GTA, ON, Calgary, AB
Added 2 days ago
Workforce Management Analyst
CBI Home Health
Winnipeg, MB · Calgary, AB · Toronto, ON
Full-time
CBI Home Health is looking to hire a Workforce Management Analyst in Toronto, Calgary or Winnipeg.
Added 3 days ago
Managing Director, Workforce Solutions, ATB Client Care Contact Centre
ATB
Calgary, AB
Full-time
As the Managing Director of Workforce Solutions, you are the architect of the "Engine Room" of Client Care. You play a critical strategic role on the Client Care Senior Leadership Team,…
Added 3 days ago
Managing Director, Client Service
ATB
Calgary, AB
Full-time
As the Managing Director of Client Services, you are the leader of the "People Engine" for Client Care. Reporting to the VP of Client Care, you are a key member of the Client Care Senior…
Added 3 days ago
Nostalgia Townlet Host/Hostess Part-Time
Jayman BUILT
Calgary, AB
$18 CAD / hour
Part-time
…European-inspired townlet rising above the Bow River in southeast Calgary, anchored by a 155-ft clock tower, a 400,000 sq.ft. private social club, and a vision unlike anything else in North…
Added 3 days ago
Director Customer Logistics – Telecommunications Operations
Ryder System, Inc.
Mississauga, ON
Full-time
Ryder is seeking a results-driven Director, Customer Logistics to lead operations across distribution centers in Mississauga, Ontario, and Calgary, Alberta. This executive role is…
Added 4 days ago
Senior Advisor Campus Recruitment
National Bank of Canada
Vancouver, BC
Full-time
This position could be based in Vancouver, Calgary, Edmonton or Toronto
Added 4 days ago
Director, MEP & Electrical Infrastructure, Bell AI Fabric
Bell
Calgary, AB
As Director, MEP & Electrical Infrastructure, you will provide strategic leadership for the mechanical, electrical, plumbing, power generation, and utility infrastructure programs that…
Added 4 days ago
Technical Supervisor - Calgary Airport Venues
Encore Canada
Calgary, AB
Full-time
…operations and for career development. This position reports to the Director of Event Technology, Director of Operations, or Operations…
Added 1 month ago
Program Director, Bell AI Fabric
Bell
Calgary, AB
As Program Director, you will be accountable for the end-to-end delivery of the national data centre build program - orchestrating scope, schedule, budget, and cross-functional execution…
Added 1 month ago
Director, MEP & Modular Delivery
Bell
Calgary, AB
As MEP / Module Director, you will lead the delivery of the mechanical, electrical, and plumbing systems that power and cool these facilities, alongside the modular and off-site…
Added 5 days ago
Technical Supervisor - Calgary Airport Venues
Encore Global
Calgary, AB
Full-time
…operations and for career development. This position reports to the Director of Event Technology, Director of Operations, or Operations…
Added 12 days ago
PICU Research Project Coordinator, Paediatrics
University of Calgary
Calgary, AB
Full-time
…critical care, based at the Alberta Children's Hospital in Calgary, Alberta. Our multi-professional team is dedicated to advancing knowledge and improving outcomes for critically ill…
Added 18 days ago
Counsellor - Student Wellness Services
University of Calgary
Calgary, AB
Volunteer
Guidance and direction on scheduling and coordination of counselling services procedures are provided by the Associate Director, Counselling to support consistent client experiences and…
Added 16 days ago
Director, Information Technology
GeoLOGIC Systems Limited
Calgary, AB
Full-time
The Director, Information Technology owns Geologic's corporate technology estate: infrastructure, networks, security, end-user computing, and the vendor and licensing portfolio (a…
Added 23 days ago
Strategy & Operations Senior Consultant, Cloud Marketing - Digital Customer (Future Opportunity)
Deloitte
Toronto, ON
Full-time
All Available Locations: Toronto, ON; Burlington, ON; Calgary, AB; Edmonton, AB; Kitchener, ON; Ottawa, ON; Regina, SK; Saskatoon, SK; Vancouver, BC; Victoria, BC; Winnipeg, MB
Added 24 days ago
Technical Sales Manager
Magna IV Engineering, A Sunbelt Solomon Company
Calgary, AB
Full-time
Magna IV Engineering is seeking an experienced and motivated Technical Sales Manager to join our team in Calgary, Alberta. The Sales Manager will be responsible for developing and expanding…
Added 24 days ago
Assistant Center Director | Centennial
FB Education Services
Calgary, AB
Full-time
The Assistant Center Director supports the Center Director in the day-to-day operations of the academy, helping to ensure a safe, nurturing, and engaging environment for children, families,…
Added 25 days ago
Technical Sales Manager
Sunbelt Solomon
Calgary, AB
Full-time
Magna IV Engineering is seeking an experienced and motivated Technical Sales Manager to join our team in Calgary, Alberta. The Sales Manager will be responsible for developing and expanding…
Added 22 days ago
Food & Beverage Manager
Concord Hospitality Enterprises
AB
Full-time
Element by Westin Calgary Downtown is an all-suite hotel located in Calgary’s vibrant west-end focused on the wellness of our guests and associates alike, with features like an extensive…
Added 1 month ago
Associate Veterinarian
Calgary Zoo
Calgary, AB
Volunteer
- Provide 24 hour/365 days a year on call duties (shared) for veterinary care of the zoo's and associated conservation center's species.
Added 25 days ago
Director, Procurement and Supply Chain
Estruxture Data Centers
Toronto, ON
Full-time
eStruxture Data Centers is an award-winning company and the largest Canadian-owned data center provider with locations in Montreal, Toronto, Vancouver, and Calgary. Our solutions are…
Added 25 days ago
Director, Procurement and Supply Chain
Estruxture Data Centers
Calgary, AB
Full-time
eStruxture Data Centers is an award-winning company and the largest Canadian-owned data center provider with locations in Montreal, Toronto, Vancouver, and Calgary. Our solutions are…
Added 1 month ago
Technical Supervisor -Calgary Telus Convention Center
Encore Canada
Calgary, AB
Full-time
…operations and for career development. This position reports to the Director of Event Technology, Director of Operations, or Operations…

ATB

Managing Director, Workforce Solutions, ATB Client Care Contact Centre

Calgary, AB, Canada

Job type: Full-time
Experience: Experience: 12+ years of progressive leadership experience in Workforce Management or Contact Center Operations, with at least 5 years in a senior strategic role.
Posting language: English
Posted: Sep 17, 2026

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Original job description

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).

Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:

Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

Thrive together: We want you - the unique, authentic you - to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

Leadership is in our DNA at ATB, reflecting our commitment to developing world-class leaders who can truly thrive. Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. This is the place for purpose-driven individuals ready to deliver impactful leadership every day.

About the Role

As the Managing Director of Workforce Solutions, you are the architect of the "Engine Room" of Client Care. You play a critical strategic role on the Client Care Senior Leadership Team, responsible for the mathematical integrity and technological stability of Client Care’s client service engine. Your mandate is dual-fold: leading the comprehensive workforce management strategy (long term planning, forecasting, scheduling, and real-time management) and serving as the senior business leader of the contact centre for the contact center’s technology platform (Genesys). You are sitting at the intersection of new AI capabilities with a view for providing “human in the loop” staffing strategies and being curious to understand how our WFM strategies will need to evolve to embrace new technology and enhanced client experience.

You don't just manage volume; you shape the service agenda. You ensure that our human capital is perfectly aligned with client demand through sophisticated data modeling and that our technology stack is optimized, ensuring that operational excellence is a guaranteed foundational state.

About You

Enterprise Systems Thinker: You look beyond the contact center to understand how workforce and tech decisions impact ATB’s total cost to serve and client loyalty.
Predictive Strategist: You transform "big data" into a 3-5 year capacity roadmap, predicting labor market shifts and technological disruptions before they occur.
Technological Visionary: You own the Genesys strategy and roadmap for Client Care, understanding both current capabilities and fast-approaching technology trends.
Precision-Oriented Leader: You have a relentless focus on operational efficiency and the "mathematics of the floor," balancing service level goals with budget goals.
Calm Under Pressure: You excel in navigating volatile intraday conditions, providing steady "air traffic control" for Client Care.

Accountabilities

Leader DNA: Professional Leadership Practice

Model the Way: Lead authentically by leveraging "My DNA" to inspire purpose greater than self, acting as an enterprise-wide job model for excellence and integrity.
Nurture Talent (Advanced Level): Build, mentor and elevate WFM teams members and leadership across the department by coaching to peak performance and proactively attracting and retaining top-tier talent at ATB.
Drive Impact: Navigate and overcome enterprise roadblocks to achieve departmental and organizational goals.

Workforce Strategy & Optimization

Strategic Capacity Planning: Lead the long-term (3-5 year) labor strategy, utilizing advanced scenario planning to inform FTE budgeting and department-level resource allocation.
Performance Governance: Define and enforce "Performance Standards" for the department, ensuring WFM policies (scheduling, adherence, shrinkage, and resource utilization) drive high service level attainment while maximizing team member work-life harmony.
Financial Stewardship: Manage the workforce budget for Contact Centres and FTE allotment, by partnering closely with Finance and identifying opportunities to optimize costs while enhancing team member satisfaction.
Data Modeling: Oversee the development of complex data models to inform executive decision-making and project ROI assessments.

Genesys Technology & Roadmap

Platform Ownership: Influence and execute the strategic vision for the Genesys-related usage across the enterprise, ensuring technology meets the needs of both clients and team members.
Roadmap Stewardship: Lead the design, development, and execution of technology initiatives, including IVR menu redesigns, NLP IVR implementation, and routing configuration.
Vendor Management: Create and maintain strong partnerships with telephony and workforce solution vendors, and evaluate emerging tech solutions.
Continuous Improvement: Actively look for process improvements within the technology stack to reduce friction and eliminate system inefficiencies.

Technical Governance & Business Continuity

Incident Command: Serve as the primary Business Lead during major technical outages, overseeing the execution of Emergency Operating Procedures (EOP) and Business Continuity Plans (BCP).
Crisis Communication: Acts as the bridge between the Technical Bridge (IT) and the Business Leaders (VP, Service MD). They translate "Server Latency" into "Wait Time Impact" for the senior leadership team.
Change Oversight: Represent Client Care on the Change Advisory Board (CAB) to mitigate operational risks associated with platform updates, network maintenance, and hardware deployments. This role acts as the "Operational Gatekeeper" for all technical changes.

Leadership & Influence

Team Development: Provide leadership to a high-performing team of Directors and Senior Leaders (WFM and Tech), intentionally fostering a culture of inclusive excellence and analytical thinking that maximizes business needs, strategy alignment, client and team member impact.
Technical Advisor: Sit at the intersection of AI and CCaS technologies as well as emerging technology that would enhance client experience across the Contact Centres to understand impacts and integration into current staffing models and KPI’s.
Advisory: Act as a trusted advisor to the VP of Client Care and MD peers, providing the mathematical "sounding board" for all strategic initiatives.

Knowledge, Skills and Experience

Education: Bachelor’s degree in Mathematics, Statistics, Business, MBA, Graduate degree or Professional Designation is considered a strong asset, but not required.
Experience: 12+ years of progressive leadership experience in Workforce Management or Contact Center Operations, with at least 5 years in a senior strategic role.
Technical Expertise: Deep proficiency in Genesys Cloud or similar CCaaS platforms and WFM suites, including advanced understanding of IVR, AI tools, complex routing, and system configuration.
Analytical Mastery: Advanced proficiency with data extraction tools, performance measurement methodologies, and client segmentation.
Leadership: Proven track record of leading large-scale organizational change and managing complex matrix relationships.

Workplace Arrangement

You are required to work from our Calgary Campus office (3699 63 Ave NE, Calgary, AB) four days a week, with the option to work remotely one day. This is subject to change based on business needs.

Don’t meet all the requirements on the list?
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role - but you might not check all the boxes - we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.

We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed - their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.

What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at [email protected]

Stay in touch
We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.

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More about this job

Responsibilities

The Managing Director leads the workforce management strategy and serves as the senior business leader for the contact center's technology platform. They are responsible for mathematical integrity, capacity planning, and optimizing the technology stack to ensure operational excellence.

Requirements

Candidates must have 12+ years of progressive leadership experience in workforce management or contact center operations, with at least 5 years in a senior strategic role. Deep proficiency in Genesys Cloud or similar CCaaS platforms and advanced analytical skills are required.

Skills

Workforce management
Strategic planning
Genesys cloud
Data modeling
Capacity planning
Leadership
Contact center operations
Performance governance
Financial stewardship
Vendor management
Business continuity
Change management
Analytical thinking
AI technology
Predictive strategy
Technical governance

Benefits

Learning and development
Performance enablement
Inclusive programs

Visa sponsorship

Not detected in the job text

Keywords

Workforce Management
Contact Center
Genesys Cloud
CCaaS
Capacity Planning
Data Modeling
AI
IVR
NLP
Business Continuity
Strategic Leadership
Financial Stewardship
Vendor Management
Performance Governance
Operational Excellence
Change Advisory Board
Mathematics
Statistics
MBA
Forecasting
Scheduling
Real-time Management
Telephony
Incident Command
Business Lead
Client Care
Enterprise Systems
Predictive Strategy
Technical Roadmap
Human Capital

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