Workforce Management Forecaster, ATB Client Care

at  ATB Financial

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It’s a real commitment we live every day through our values (what we call the ATB ID).
Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada’s top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:
Impact in action: No matter where you are in the organization, you’re empowered to make an impact in the lives of our clients and communities.
Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We’re on a continuous journey to build the most flexible and inclusive programs.
Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.
About the role
We are seeking a highly skilled and experienced Workforce Management (WFM) Forecaster to join our ATB Client Care team. In this role, you will be responsible for developing accurate multichannel forecasts—including voice, chat, and back-office operations—and will work closely with our WFM team to ensure optimal workforce planning. This position requires a strong analytical mindset, expert-level Excel or Sheets skills, and the ability to translate data into actionable insights. Experience with Genesys Cloud is preferred but not required.

Accountabilities

• Develop and maintain accurate multi-channel forecasts (voice, chat, and back-office) based on historical data, seasonal trends, and other influencing factors.
• Utilize advanced Excel/Google Sheets functions to extract data from various sources, manipulate data sets, and consolidate reports for easy consumption.
• Conduct deep-dive analyses and create forecasting models that reflect business needs, adapting to changes in volume, productivity, and shrinkage assumptions.
• Prepare comprehensive reports and analyses, delivering insights to support data-driven decision-making.
• Collaborate with the scheduling and real-time management teams to ensure workforce strategies are aligned with forecasted volumes.
• Communicate with senior leadership, providing clear, concise updates on forecast accuracy, trends, and any adjustments needed.
• Regularly monitor, evaluate, and report on forecast accuracy and other key WFM metrics, proposing recommendations for continuous improvement.
• Work with cross-functional teams to understand business requirements, gather input, and incorporate feedback into forecasting methodologies.
• Utilize Genesys Cloud or similar platforms for workforce management, including experience in forecasting or scheduling in a cloud environment (nice-to-have).
• Proven ability to create external standalone forecasts in sheets or MS excel.
• Assist in the development of efficiency projections and analysis related to workforce management KPIs and contact centre performance.
• Identify opportunities to optimize resources, balancing service levels and budget considerations.

Skills, experience & requirements

• Experience: 5-10 years of proven workforce management forecasting experience, with a focus on multichannel environments (voice, chat, and back office).
• Technical Skills: Proficient in Excel or Google Sheets; capable of using advanced functions such as pivot tables, array formulas, and data consolidation. Experience with data extraction and manipulation tools is highly preferred.
• WFM Tools: Knowledge of Genesys Cloud or similar WFM tools is a plus.
• Analysis and Reporting: Demonstrated ability to consolidate complex data sets into clear, actionable reports. Skilled in translating data analysis into strategic recommendations.
• Communication: Excellent written and verbal communication skills, with the ability to present information at both high-level and technical levels.
• Industry Knowledge: Familiarity with financial metrics and experience in resource cost optimization is a plus.
• Education: Bachelor’s degree in Business, Mathematics, Statistics, or a related field is preferred but not required.

Don’t meet all the requirements on the list?
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.
We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Progressive Aboriginal Relations program created by the Canadian Council for Aboriginal Business.
What happens next?
If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at talentteam@atb.com
Stay in touch
We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to

Please refer the Job description for details