Senior Associate, Workforce Management

📋 Description

• Build, publish and maintain schedules for your portfolio of CXO domain teams across phone, chat and
• Plan for shrinkage before it happens (PTO, training, meetings, coaching, leaves) and respond to
• Process schedule change requests to keep the schedule the source of truth
• Represent WFM on projects such as hours-of-operation changes, new channel launches, tooling changes
• Partner across CXO with HR, People Ops, Enablement, domain leaders and Systems
• Track schedule effectiveness, adherence, conformance, shrinkage and coverage against need

🎯 Requirements

• 3+ years of hands-on workforce management experience in a contact centre or support environment
• Experience building and maintaining schedules for 100+ agents across multiple skills or channels
• Working command of the WFM ecosystem: forecasting, capacity planning, shrinkage, Erlang-based
• Fluency with a WFM platform such as Playvox, NICE IEX, Verint, or Assembled, and related
• Sound judgement on small-team trade-offs
• Stakeholder confidence in explaining staffing decisions

🎁 Benefits

• Top-tier health benefits and life insurance
• Long-term group savings with employer match
• 20 vacation days, 4 wellness days, unlimited sick and mental health days per year
• 90 days away: work outside Canada for up to 90 days per year
• Employee resource groups