Job Description

Our client, a leading global organization, is seeking a Director of Workforce Planning to lead and evolve their enterprise-level workforce management strategy. This role will oversee a team and work to ensure optimal resource allocation, support long-term growth, and enhance operational efficiency across multiple centers. 

This is a hybrid position, located in Toronto, ON. 

Responsibilities:

• Develop and execute enterprise workforce capacity plans aligned with strategic business goals
• Lead forecasting, capacity modeling, and workforce optimization initiatives
• Analyze staffing trends, identify potential gaps, and recommend resource allocation strategies
• Drive improvements in productivity, service levels, and cost efficiency
• Oversee the creation of workforce dashboards, KPIs, and performance reporting
• Collaborate with business leaders to align workforce strategies with demand forecasts
• Manage a global team of workforce management professionals
• Guide talent planning initiatives including recruitment, training, and skill development
• Serve as a subject matter expert in workforce planning processes and technologies

Qualifications: 

• 8+ years of leadership experience in workforce planning and capacity management
• Bachelor’s degree in business or a related field
• Proven ability to lead multi-location contact center workforce strategies
• Strong analytical and data interpretation skills with experience in forecasting and planning tools
• Excellent verbal and written communication with senior leadership
• Experience managing virtual, cross-functional teams
• Bilingual (French/English) preferred