Senior Associate, Workforce Management

📋 Description

• Own workforce scheduling: Build, publish, and maintain schedules for assigned customer experience
• Maintain effective coverage: Plan for anticipated shrinkage, including paid time off, training
• Maintain scheduling accuracy: Review and process schedule change requests consistently, ensuring
• Provide workforce management expertise: Represent the WFM function in projects involving
• Collaborate with cross-functional teams: Partner with HR and People Operations on employee leaves
• Monitor performance and reporting: Track schedule effectiveness, adherence, conformance, shrinkage

🎯 Requirements

• At least 3 years of hands-on workforce management experience in a contact centre or customer
• Demonstrated experience building and maintaining schedules for 100 or more agents across multiple
• Experience managing rotations, weekend coverage, and extended operating hours.
• Strong understanding of workforce management principles, including forecasting inputs, capacity
• Ability to understand how demand forecasts translate into staffing schedules and how intraday
• Proficiency with a workforce management platform such as Playvox, NICE IEX, Verint, or Assembled

🎁 Benefits

• Hourly compensation ranging from CA$32.69 to CA$40.87, depending on skills, experience, and role
• Equity compensation for permanent employees.
• Comprehensive health benefits.
• Life insurance.
• Long-term group savings and retirement benefits, including employer matching through a business
• 20 vacation days per year.