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

What you bring

 

• Bachelor's degree in Business, Finance, Operations Management, Mathematics, or a related field, or an equivalent combination of education and experience
• Minimum 5 years of progressive leadership experience directly specialized in workforce management, operational capacity planning, or supply chain modelling within a large-scale contact centre environment (200+ seat deployments)
• Expert-level, hands-on administrative and governance knowledge of major enterprise WFM product suites, with specific emphasis on NICE IEX and related forecasting tools
• Advanced proficiency in operational analytics, mathematical modelling, and spreadsheet manipulation, with the ability to translate complex data into actionable business outcomes for non-technical partners
• Proven success guiding analytical teams through technological or procedural transitions, converting legacy/traditional scheduling setups into optimized, centralized programs
• Exceptional communication and interpersonal skills, with the agility to maintain alignment across operations in high-pressure situations or under tight deadlines

 

Great-to-haves

 

• Familiarity or hands-on exposure with leveraging Generative AI, machine learning forecasting features, or automated system workflows within a workforce optimization space
• Direct experience managing or planning for a cross-border, onshore/nearshore/offshore footprint, specifically working with remote or vendor teams in Central America and India
• Prior experience in tech-support operations or customer care environments that interface with healthcare professionals, pharmacy management systems, or EMR/claims ecosystems
• Bilingual proficiency in English and French

 

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.