Our team and what we'll accomplish together
We are THE Tech Company to Watch in the healthcare industry.
As part of the TELUS Health family, the Workforce Management (WFM) team operates as a global Centre of Excellence, providing the analytical engine that optimizes workforce practices across our Payvider and Frontline Care portfolios. Reporting directly to the Payvider Director for Contact Centre Operations, you'll lead a geographically distributed team (primarily in Central America and India) that governs strategic forecasting, capacity modelling, and real-time support optimization for our Canadian Pharmacy, Collaborative Health (EMR), and Health Benefits Management operations.
In this highly visible role, you'll architect the strategic framework that aligns international analyst resources with multi-skill interval scheduling and real-time demands transforming workforce practices from reactive tools into proactive, AI-driven optimization solutions that enable our frontline teams to deliver best-in-class support to healthcare providers across Canada.
What you'll do
- Lead the development, governance, and optimization of national contact centre scheduling functions, forecasting practices, and long-term capacity planning matrices that balance financial performance with employee experience
- Champion the effective optimization and operational advancement of your modern workforce management platform ecosystem, including transitions toward cloud platforms, NICE IEX, and associated predictive analytic tools
- Turn complex interval data, shrinkage tracking, and supply-demand imbalances into clear, executive-level reports and proactive operational recommendations that drive data-driven decision-making across the organization
- Directly lead, mentor, and build capability within your specialized team of workforce analysts, embedding a culture of analytical accountability, process excellence, and strategic agility
- Actively explore and deploy automated software tracking and emerging technologies to move workforce models from traditional frameworks to strategic optimization engines powered by AI and machine learning
- Partner closely with frontline Operations Managers, Strategy & Enablement teams, and People & Culture business partners to provide data-driven workforce insights, mitigate staffing bottlenecks, align global forecasting capabilities with strategic initiatives, and support specialized scheduling needs
