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 

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.