Join a top employer and advance your career. Aplin has partnered with a Toronto, ON/ Whitby, ON company to hire a Workforce Management Specialist!

Benefits & Perks
1-year contract with potential for an extension or to go permanent.Please note, this role will be hybrid (twice a week at the client’s office) Options to work at Toronto, ON or Whitby, ON office.Immediate StartQualificationsMust have over a year of experience as a Workforce Management Specialist.Advanced knowledge of workforce management practices, including forecasting, scheduling, and real-time adherence.Must have expertise in WFM tools such as CCaaS platforms, advanced reporting systems, and data visualization tools (e.g., Power BI, Query scripting, Excel dashboards).Proficiency in customer service metrics (e.g., SLAs, AHT, CSAT, FCR).Experience with digital channels and tools, including IVR systems, CRM platforms, and customer portals.Certification in Workforce Management or related fields (e.g., COPC, Genesys).Proficiency in managing workforce allocation across multi-channel environments, including chat, email, voice, and digital portals.

David Aplin & Associates Inc., operating as Aplin, and its associated brands, CompuStaff and Impact Recruitment, is an award-winning employment agency connecting diverse, top-tier talent with exceptional organizations across North America. We welcome applicants from all backgrounds and charge no fees to apply or engage with our recruiters. Our clients partner with us to help expand and diversify their teams. Please note that all applicants must be legally entitled to work in Canada, including holding any necessary work permits.