Senior Associate, Workforce Management

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Associate, Workforce Management based in Canada. This role is central to ensuring that customer support teams have the right people available at the right time across phone, chat, and email channels. You will take ownership of workforce scheduling for a portfolio of customer experience teams, balancing service levels, operational costs, coverage requirements, and employee experience. Working within a small, high-trust team, you will manage schedules, anticipate staffing gaps, and respond to changing operational needs. You will collaborate with People Operations, Enablement, Systems, and domain leaders to translate business priorities into effective workforce plans. Beyond scheduling, you will contribute to forecasting, intraday management, reporting, and process automation. This is a hands-on opportunity for an experienced WFM professional to influence operational decisions and improve how a growing support organization works. 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.