About The Workplace Safety And Insurance Board (WSIB)
We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca .
At The WSIB, You’ll Have The Opportunity To
You’ll also receive a competitive salary and may be eligible to participate in our health and dental plan.
Salary Grade: N08 From: $94,355.35
This is a temporary opportunity up to 24 months.
Job Summary
The Manager, Workforce Management, is primarily responsible for optimizing workforce efficiency and ensuring smooth operations within multi-program areas and supporting Multi/Omni channel contact center environment. This role is also responsible for effectively managing workload forecasting, staff scheduling, and real-time staffing adjustments to meet service level goals and customer demands. This includes analyzing historical data, influencing decision-making, and making continuous recommendations to enhance operational excellence.
This role leads the effort to optimize resource allocation for the contact center. This includes developing and executing strategies for all Workforce Management operations, including contact center forecasting, scheduling, real-time coordination oversight, and reporting. An area of focus will be on achieving and maintaining optimal contact center efficiency, to assist in delivering exceptional customer experience.
Collaborates with leadership in operations, finance, reporting, channels, and vendor partners to lead the organization’s contact center workforce management function. Maintain a strong relationship with the WFM software vendor, creating a roadmap to implement best practices and optimize software usage. This role is responsible for developing and maintaining the workforce management model and methodology, and ensuring regular compliance with our standard operating model. This role oversees the contact center budget process, recommends staffing levels to match expected demand and educates operational business leaders on the financial implications of business decisions, in order to drive higher levels of efficiency and productivity throughout the contact center.
The Manager, Workforce Management deals with complex situations, balances multiple responsibilities, and collaborates effectively with team members at all levels. Responsibilities also include oversight of forecasting, optimization, regression analysis, and end-to-end impact calculations supporting strategic projects, ad hoc requests, what-if analyses, and methodology redesign.
Major Responsibilities
Job Requirements
Minimum Level Required
Preferred Level
Minimum Level Required
Preferred Level
Our commitment to equity, diversity and inclusion
We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.
The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.
Disclosing conflicts of interest
As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at [email protected] .
Privacy information
We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at [email protected] . The Privacy Office cannot provide information about the status of your application.
As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.
To apply for this position, please submit your application by the closing date.
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