The JobAt Momentum Financial Services Group, we're committed to delivering exceptional customer experiences through operational excellence, innovation, and data-driven decision making. We're looking for a strategic and analytical
Senior Manager, Workforce Planning & Analytics, to lead forecasting, capacity planning, and workforce optimization across our customer operations.
In this role, you'll leverage data, technology, and operational insights to ensure we have the right resources in place to meet customer demand while driving efficiency, productivity, and service excellence. You'll partner with leaders across Operations, Finance, Technology, and Customer Experience to influence business decisions and deliver measurable results.
How You'll Make an Impact- Lead enterprise workforce planning, forecasting, scheduling, and capacity planning across multiple customer channels, including voice, chat, and back-office operations.
- Deliver forecasting accuracy targets of 95-98%+ through advanced analytics, trend analysis, and continuous model improvements.
- Optimize staffing strategies to balance customer experience, employee engagement, and operational efficiency.
- Develop dashboards and performance reporting to provide actionable insights for senior leadership.
- Partner with Operations, Finance, and Technology teams to support strategic planning and business growth initiatives.
- Identify opportunities to improve workforce management processes through automation, AI, and data-driven decision making.
- Lead continuous improvement initiatives that enhance productivity, reduce costs, and improve service levels.
- Champion best practices in workforce management, analytics, and operational excellence while mentoring and developing team members.
What You'll Bring- Proven expertise in workforce planning, forecasting, capacity planning, and contact centre operations.
- Strong analytical mindset with the ability to interpret complex data and translate insights into business decisions.
- Experience managing multi-channel customer operations and balancing competing priorities in a fast-paced environment.
- Advanced knowledge of workforce management methodologies, forecasting models, and performance optimization.
- Excellent communication and stakeholder management skills with the ability to influence leaders across the organization.
- Strong leadership, problem-solving, and continuous improvement capabilities.
- Experience with workforce management and business intelligence tools such as NICE, Verint, Genesys, Power BI, Tableau, SQL, or similar platforms.
Education & ExperienceRequired- Bachelor's degree in Business, Operations, Finance, Engineering, Analytics, or a related discipline.
- 8-12+ years of progressive experience in contact centre operations, workforce planning, analytics, or customer experience.
- Demonstrated success delivering 95-98%+ forecast accuracy.
- Experience managing workforce planning across multiple customer channels, including voice, chat, and back-office operations.
- Strong background in capacity planning, forecasting, and operational performance optimization.
Preferred- MBA or Master's degree in Operations, Data Analytics, Business Strategy, or a related field.
- Experience within financial services, consumer lending, or another regulated industry.
- Experience leading enterprise-scale transformation initiatives.
- Experience implementing AI, automation, or advanced analytics solutions within workforce planning.
Professional DevelopmentPreferred Certifications- Lean Six Sigma Certification
- Workforce Management Certifications (NICE, Verint, Genesys)
- Data Analytics Certifications (Power BI, Tableau, SQL, or equivalent)
Please note: The salary range for this position is between 130,000-140,000 CAD
About MFSG - Our Commitment to Responsible Innovation
At MFSG, we are committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology. Aligned with the principles outlined in Canada's Artificial Intelligence and Data Act (AIDA), we take a proactive approach to ensuring that any AI or data-driven systems we use are safe, fair, and accountable.
This posting is for a current position within our organization, offering the opportunity to contribute to meaningful, responsible innovation that supports our employees, clients, and communities.
We prioritize strong data governance, clear communication around how systems work, and safeguards that reduce risks and protect individuals. Our focus is on developing tools and processes that promote equity, reliability, and trust, supported by ongoing monitoring and continuous improvement.
Joining MFSG means contributing to a future-focused organization that values both innovation and integrity, where your work helps shape solutions that responsibly support our employees, clients, and communities.
