Senior Associate, Workforce Management

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage the scheduling for a portfolio of teams within the Client Experience Operations domain, covering phone, chat, and email interactions.

• Create, publish, and oversee schedules that include rotations, weekend and extended-hours coverage, shift bids, and multi-skill channel allocations.

• Anticipate and address shrinkage factors, including PTO, training, meetings, coaching sessions, and leaves of absence.

• Establish PTO availability, schedule offline periods, and identify coverage risks.

• Handle schedule-change requests to ensure that schedules remain the authoritative source for adherence, performance discussions, and payroll processing.

• Act as the representative for Workforce Management (WFM) on changes to hours of operation, new channel introductions, tooling modifications, and organizational shifts.

• Convert operational strategies into staffing implications and clarify trade-offs involved.

• Collaborate with HR, People Operations, Enablement, domain leaders, and Systems.

• Monitor the effectiveness of schedules, adherence levels, conformance, shrinkage, and coverage against requirements.

• Analyze data and propose subsequent actions.

• Identify manual scheduling tasks and assist in automating them using tools like Playvox and Claude.

⛳️ Requirements

• A minimum of 3 years of practical workforce management experience in a contact center or support setting, with direct responsibility for scheduling.

• Proven experience in creating and managing schedules for over 100 agents across various skills or channels, including rotations and weekend or extended-hour shifts.

• Strong understanding of forecasting inputs, capacity planning, shrinkage, Erlang-based staffing, service level agreements, occupancy, adherence, and conformance metrics.

• Proficiency with a WFM platform such as Playvox, NICE IEX, Verint, or Assembled, along with related CRM/Telephony systems.

• Capability to assess coverage, costs, fairness, and team members' experiences, make informed decisions with partial information, and escalate issues when necessary.

• Ability to communicate staffing decisions clearly to team leads, people partners, and senior management.

• Strong sense of ownership and commitment to ensuring that schedules are accurate.

• Regular use of or keen interest in AI and automation tools.

• Must be legally authorized to work in Canada.

• Preferred qualifications include familiarity with Playvox, Zendesk, Five9, SQL, Preset, Looker, experience in financial services or regulated environments, and scheduling experience with BPO/outsourced partners.

🏝️ Benefits

• Comprehensive health benefits and life insurance coverage.

• Long-term group savings plan with employer matching, facilitated through Wealthsimple for Business.

• 20 vacation days annually.

• 4 wellness days per year.

• Unlimited sick leave and mental health days annually.*

• Opportunity to work outside Canada for up to 90 days each year.*

• Access to employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS.

• Permanent employees are eligible for equity compensation.

• Option to opt out of AI Notetaker interview recording without affecting candidacy.