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Added 9 mins ago
FC
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Metergy Solutions

Workforce Management Analyst

Toronto, ON, Canada

$75,000 - $90,000 a year

Apply About employer

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Job details

Pay: $75,000 - $90,000 a year
Experience: 5+ years of Workforce Management experience within a contact centre environment.
Posting language: English
Posted: Oct 21, 2026

Original job description

About Metergy Solutions Inc. (“Metergy”)

Metergy has the energy, rapid growth and excitement of a startup, together with a rock-solid, recession-proof business that has a 45 year track record. We’re a technology company that drives huge carbon emission reductions. This is a once-in-a-career opportunity.

As one of North America’s most experienced submetering providers, Metergy has brought turnkey solutions to clients for over 45 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multi-residential and commercial buildings, and bills and collects for the cost of commodities and administrative charges for the services provided. The business model allows for long-term recurring revenue through an innovative Submetering as a Service (SaaS) model. Submetering is proven to reduce in-suite energy consumption by 40%, driving decarbonization efforts for Metergy’s clients. This performance has enabled Metergy to issue green bonds and obtain green financing.

Positioned as the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy has more than 900,000 contracted meters, issues over 4M utility bills annually and has over 500 team members. Metergy is a portfolio company of Brookfield Infrastructure Partners. Brookfield is one of the world’s largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach.

Our Mission

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good.

At Metergy, we don’t just believe in our people; we champion them. When individuals feel valued, supported, and inspired to grow, incredible things happen. That’s why we’re thrilled to be recognized as a Great Place to Work for the third consecutive year! This achievement reflects our unwavering commitment to building a workplace that’s respectful, inclusive, and high-performing.

Come be part of a team that leads with passion, thrives on positivity, and delivers with precision. We’re proud of who we are and even prouder of where we’re headed.

Metergy office location is in Markham but will be moving to North York toward the end of 2026!

Position Summary :

The Workforce Management Analyst is responsible for the end-to-end Workforce Management function supporting Metergy's service operations across Canada and the U.S. This is a highly hands-on role that owns forecasting, capacity planning, scheduling, intraday management, workforce reporting and operational analysis.

Unlike larger contact centres where these functions are split across multiple specialists, this role is responsible for the entire workforce management lifecycle. The successful candidate will personally develop forecasts, build staffing models, manage schedules, monitor intraday performance, analyze trends and produce reporting that supports operational decision-making.

The Workforce Management analyst will serve as the workforce planning subject matter expert for the organization, partnering closely with Service leadership to ensure the right resources are available at the right time to meet customer demand, service level objectives and business goals.

\nResponsibilities:

Own the Workforce Management function across customer service operations in Canada and the U.S.
Develop short, medium and long-term forecasts using historical data, growth assumptions, operational trends and business drivers.
Build staffing and capacity plans that align customer demand with service level objectives and business requirements.
Create and maintain schedules across all internal sites and outsourced partners, balancing efficiency, customer experience and employee experience.
Manage intraday operations, monitoring real-time performance and making adjustments to staffing plans as conditions change.
Analyze workforce performance including service levels, occupancy, adherence, shrinkage, handle times and forecast accuracy.
Produce daily, weekly, monthly, quarterly and annual workforce management reporting packages.
Identify trends, risks and opportunities through operational analysis and provide actionable recommendations to leadership.
Leverage Genesys Workforce Management tools to improve forecasting accuracy, scheduling effectiveness and operational performance.
Partner with Service leadership to support hiring plans, onboarding schedules, training initiatives and operational projects.
Provide workforce management insights that support Continuous Improvement initiatives across the service organization.
Act as the primary subject matter expert for workforce planning, forecasting, scheduling and reporting

Requirements :

5+ years of Workforce Management experience within a contact centre environment.
Demonstrated expertise in all core workforce management disciplines, including:

Forecasting

Capacity Planning

Scheduling

Intraday Management

Workforce Reporting

Workforce Analytics and Business Analysis

Advanced Genesys Workforce Management experience is required.
Proven experience building forecasts, staffing models and schedules in a multi-site environment.
Strong understanding of contact centre metrics including service levels, occupancy, adherence, shrinkage, average handle time and forecasting accuracy.
Advanced analytical and problem-solving skills with the ability to translate data into operational recommendations.
Strong proficiency in Excel and workforce reporting tools.
Ability to operate independently and successfully manage multiple workforce management functions simultaneously.
Strong communication and stakeholder management skills.
Experience supporting outsourced contact centre partners is considered an asset.
Experience supporting customer service operations across Canada and the U.S. is considered an asset.

$75,000 - $90,000 a year

Any shown ranges reflects base salary. We offer discretionary bonus and additional benefits, including health and retirement, as part of our total rewards program.

Benefits & Perks

Fully company covered heath and dental benefits from day 1

Company funded Health Spending Account

Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching

Grow with us! We provide support for continuous learning.

Paid personal and sick days on top of your vacation

Summer hours to enjoy the weather

Company sponsored social events & more!

This posting is for an existing vacancy.

Our recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.

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More about this job

Responsibilities

The Workforce Management Analyst is responsible for the end-to-end workforce management lifecycle, including forecasting, capacity planning, and scheduling for service operations. They will monitor intraday performance, analyze trends, and provide actionable reporting to support operational decision-making.

Requirements

Candidates must have 5+ years of workforce management experience within a contact centre environment and advanced proficiency in Genesys Workforce Management tools. Strong analytical skills and the ability to build staffing models in a multi-site environment are essential.

Skills

Workforce management
Forecasting
Capacity planning
Scheduling
Intraday management
Workforce reporting
Workforce analytics
Business analysis
Genesys workforce management
Contact centre metrics
Staffing models
Data analysis
Problem-solving
Excel
Stakeholder management
Communication

Benefits

Health benefits
Dental benefits
Health spending account
Deferred profit sharing plan
RRSP matching
Continuous learning support
Paid personal days
Paid sick days
Summer hours
Company sponsored social events

Visa sponsorship

Not detected in the job text

Keywords

Workforce Management
Forecasting
Capacity Planning
Scheduling
Intraday Management
Workforce Reporting
Workforce Analytics
Genesys
Contact Centre
Service Levels
Occupancy
Adherence
Shrinkage
Average Handle Time
Business Analysis
Excel
Submetering
Utility Billing
SaaS
Operational Analysis
Continuous Improvement
Stakeholder Management
Multi-site Environment
Staffing Models
Data-driven Decision Making

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