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.