Workforce Management Analyst (Genesys)

Metergy has the energy, rapid growth and excitement of a startup, together with a rock-solid, recession-proof business that has a 45 year track record. We’re a technology company that drives huge carbon emission reductions. This is a once-in-a-career opportunity.

As one of North America’s most experienced submetering providers, Metergy has brought turnkey solutions to clients for over 45 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multi-residential and commercial buildings, and bills and collects for the cost of commodities and administrative charges for the services provided. The business model allows for long-term recurring revenue through an innovative Submetering as a Service (SaaS) model. Submetering is proven to reduce in-suite energy consumption by 40%, driving decarbonization efforts for Metergy’s clients. This performance has enabled Metergy to issue green bonds and obtain green financing.   

Positioned as the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy has more than 900,000 contracted meters, issues over 4M utility bills annually and has over 500 team members. Metergy is a portfolio company of Brookfield Infrastructure Partners. Brookfield is one of the world’s largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach.  

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good. 

At Metergy, we don’t just believe in our people; we champion them. When individuals feel valued, supported, and inspired to grow, incredible things happen. That’s why we’re thrilled to be recognized as a Great Place to Work for the third consecutive year! This achievement reflects our unwavering commitment to building a workplace that’s respectful, inclusive, and high-performing.

Come be part of a team that leads with passion, thrives on positivity, and delivers with precision. We’re proud of who we are and even prouder of where we’re headed.

• 5+ years of Workforce Management experience within a contact centre environment.
• 2+ years as a Genesys Administrator or similar. Sr Genesys administrators welcome to apply.
• Demonstrated expertise in all core workforce management disciplines, including: Forecasting, Capacity Planning, Scheduling, Intraday Management, Workforce Reporting, Workforce Analytics and Business Analysis
• Advanced Genesys Workforce Management experience is required. 
• Proven experience building forecasts, staffing models and schedules in a multi-site environment. 
• Strong understanding of contact centre metrics including service levels, occupancy, adherence, shrinkage, average handle time and forecasting accuracy. 
• Advanced analytical and problem-solving skills with the ability to translate data into operational recommendations. 
• Strong proficiency in Excel and workforce reporting tools. 
• Ability to operate independently and successfully manage multiple workforce management functions simultaneously. 
• Strong communication and stakeholder management skills. 
• Experience supporting outsourced contact centre partners is considered an asset. 
• Experience supporting customer service operations across Canada and the U.S. is considered an asset.