Senior Workforce Management (WFM) Analyst

Customer Experience

The Organization

LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has partnered with leading automotive manufacturers and dealerships across Canada to deliver award-winning F&I solutions. Dealer partnerships are complemented with the strong backing and support of their automotive manufacturing brands, which include BMW/MINI, Kia, Mazda, Volvo, Jaguar/Land Rover, Mitsubishi Motors, Polestar and Motorrad.

The Role

Reporting to the Operations team, the Senior Workforce Management (WFM) Analyst is responsible for forecasting, planning, and optimizing resources within the contact centre. This key role directly contributes to achieving service level targets and operational efficiency through data analysis, strategic planning, and continuous proces...