Manager Workforce Management - Payvider Operations

Responsibilities

• Lead the development and optimization of national contact centre scheduling, forecasting, and long-term capacity planning.
• Manage and mentor a geographically distributed team of workforce analysts across Central America and India.
• Drive the advancement of the WFM platform ecosystem, including transitions to cloud platforms and NICE IEX.
• Translate complex interval data and shrinkage tracking into executive-level reports and actionable operational recommendations.
• Partner with Operations Managers and Strategy teams to mitigate staffing bottlenecks and align global forecasting with strategic initiatives.
• Explore and deploy AI and machine learning technologies to transform workforce models into proactive optimization engines.

Requirements

• Bachelor's degree in Business, Finance, Operations Management, Mathematics, or a related field.
• Minimum 5 years of progressive leadership experience in workforce management or capacity planning within large-scale contact centres (200+ seats).
• Expert-level knowledge of enterprise WFM product suites, specifically NICE IEX.
• Advanced proficiency in mathematical modelling, operational analytics, and spreadsheet manipulation.
• Proven ability to lead analytical teams through technological or procedural transitions.
• Exceptional communication skills with the ability to present complex data to non-technical stakeholders.

Preferred Qualifications

• Experience leveraging Generative AI or machine learning for workforce optimization.
• Experience managing cross-border, onshore/nearshore/offshore teams.
• Background in tech-support or customer care environments interfacing with healthcare or pharmacy systems.
• Bilingual proficiency in English and French.

Benefits

• Competitive salary and performance bonus structure.
• Flexible work arrangements (hybrid/virtual/in-office).
• Comprehensive total rewards package including minimum 3 weeks of vacation.
• Generous company-matched pension and share purchase programs.
• Opportunities for career growth and continuous learning and development.

About the Company

TELUS Health is a leading IT provider in the healthcare sector, dedicated to improving health outcomes through innovative technology solutions. We operate a global Centre of Excellence that optimizes workforce practices across diverse healthcare portfolios, helping frontline teams deliver best-in-class support to providers across Canada.