Senior Associate, Workforce Management

Accountabilities:

- Own workforce scheduling: Build, publish, and maintain schedules for assigned customer experience teams, including shift rotations, weekend and extended-hours coverage, shift bidding, and multi-skill allocation across phone, chat, and email.

- Maintain effective coverage: Plan for anticipated shrinkage, including paid time off, training, meetings, coaching, and leaves. Manage PTO availability, schedule offline activities strategically, and identify potential coverage risks early.

- Maintain scheduling accuracy: Review and process schedule change requests consistently, ensuring schedules accurately reflect employee availability and expected activities. Maintain reliable records that support adherence monitoring, performance discussions, and payroll processes.

- Provide workforce management expertise: Represent the WFM function in projects involving operating-hour changes, new support channels, technology updates, and organizational changes. Assess staffing implications and communicate operational trade-offs clearly.

- Collaborate with cross-functional teams:

Partner with HR and People Operations on employee leaves, accommodations, contract changes, and overtime requirements.

- Coordinate with Enablement teams to plan training and nesting schedules for new hires.

- Work with domain leaders to understand coverage requirements and employee shift preferences.

- Partner with Systems teams to maintain the tools and integrations supporting workforce scheduling.

- Monitor performance and reporting: Track schedule effectiveness, adherence, conformance, shrinkage, and staffing coverage against demand. Analyze results, explain operational trends, and recommend practical improvements.

- Improve processes and automation: Identify manual or inefficient scheduling activities and contribute to automation initiatives using tools such as Playvox and Claude, while validating outputs and ensuring accuracy.

- Contribute to the broader WFM ecosystem: Apply an understanding of forecasting, capacity planning, intraday management, leave management, shrinkage, and reporting to ensure scheduling decisions align with wider operational plans.

Requirements:

- At least 3 years of hands-on workforce management experience in a contact centre or customer support environment, including direct responsibility for scheduling.

- Demonstrated experience building and maintaining schedules for 100 or more agents across multiple skills or communication channels.

- Experience managing rotations, weekend coverage, and extended operating hours.

- Strong understanding of workforce management principles, including forecasting inputs, capacity planning, shrinkage, Erlang-based staffing, service levels, occupancy, schedule adherence, and conformance.

- Ability to understand how demand forecasts translate into staffing schedules and how intraday performance informs future planning.

- Proficiency with a workforce management platform such as Playvox, NICE IEX, Verint, or Assembled, as well as familiarity with related CRM and telephony systems.

- Sound judgment when balancing coverage, operational costs, fairness, and employee experience, including the ability to make informed decisions with incomplete information and escalate issues when appropriate.

- Strong stakeholder management and communication skills, with the ability to explain staffing decisions and their operational or financial implications to team leads, People partners, and senior leaders.

- A high level of ownership, accuracy, and accountability, with the ability to anticipate next steps and manage scheduling responsibilities independently.

- Interest in or regular use of AI and automation tools to improve productivity, supported by the ability to critically review and validate their outputs.

Nice-to-have qualifications:

- Experience specifically with Playvox or familiarity with Zendesk and Five9.

- SQL skills or experience using business intelligence tools such as Preset or Looker.

- Experience working in financial services or another regulated industry.

- Experience managing workforce schedules involving business process outsourcing (BPO) or external service partners.

Benefits:

- Hourly compensation ranging from CA$32.69 to CA$40.87, depending on skills, experience, and role level.

- Equity compensation for permanent employees.

- Comprehensive health benefits.

- Life insurance.

- Long-term group savings and retirement benefits, including employer matching through a business savings program.

- 20 vacation days per year.

- Four wellness days per year.

- Unlimited paid sick and mental health days, subject to role eligibility.

- Opportunity to work outside Canada for up to 90 days per year through a flexible remote-work program, subject to role eligibility.

- Employee resource groups and communities supporting inclusion and belonging, including groups for 2SLGBTQ+ employees, women, and Black employees.

- A collaborative working environment with colleagues across North America.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
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