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Mgr-Workforce Mgmt - Payvider Operations

Location: 

Toronto, ON, CA, M5J 2V5 Calgary, AB, CA Montréal, QC, CA Ottawa, ON, CA Vancouver, BC, CA

Req ID:  55038
Jobs by Category:  Health
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular

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.
Salary Range:  $86,000-$136,000
Performance Bonus or Sales Incentive Plan:  15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …
Job Type:  This is for a current vacancy

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.  

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

 

 

 

 

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

6,300
Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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