Job Description

Work Setup: Onsite

Location: Centris, QC

Schedule: Shifting, UK time

START DATE: AUGUST 14, 2026

Qualifications:

• Bachelor’s degree
• 1 to 2 years work experience in workforce management in a contact center environment
• 2 to 4 years overall experience
• Banking industry experience is highly preferred
• Exposure to UK/US/AU Banking industry is an advantage
• Good analytical skills
• Excellent in MS Excel & number crunching
• Experience with Workforce Management software (scheduling, performance tracking, reporting)

Responsibilities:

• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
• Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
• Generates and evaluates staffing schedules