Senior WFM Associate: Multi-Channel Scheduling

Jobgether; United States; Remote; USD 32,000 - 40,000; Full time

Benefits offered by this job

Equity compensation

Comprehensive health benefits

Life insurance

Long-term savings/retirement plan

Paid vacation days

Wellness days

Unlimited sick and mental health days

Flexible remote-work outside Canada

Employee resource groups

Collaborative North America team

Job summary

Partner Company in Canada is seeking a Senior Associate, Workforce Management to ensure optimal coverage across phone, chat, and email. You’ll own scheduling for a portfolio of customer experience teams, balancing service levels, costs, and employee experience in a hands-on role.

You’ll forecast, intraday manage, report, and contribute to automation efforts while working with HR, Enablement, and Systems. This is a growth opportunity in a high-trust team across North America.

Qualifications

• At least 3 years of hands-on workforce management experience in a contact centre or customer support environment.
• Experience building and maintaining schedules for 100+ agents across multiple skills or channels.
• Experience managing rotations, weekend coverage, and extended operating hours.
• Strong understanding of WFM principles including forecasting inputs, capacity planning, shrinkage, and occupancy.
• Ability to translate demand forecasts into staffing plans and inform intraday decisions.
• Proficiency with a WFM platform such as Playvox, NICE IEX, Verint, or Assembled; familiarity with CRM/telephony systems.
• Ability to balance coverage, costs, fairness, and employee experience with sound judgment.
• Strong stakeholder management and communication skills for leaders and partners.
• Ownership and accountability with proactive scheduling expectations.
• Interest in AI and automation to improve productivity and validate outputs.

Responsibilities

• Own workforce scheduling for assigned teams, including shift rotations and multi-skill allocation across channels.
• Plan for shrinkage and PTO; manage availability and schedule offline activities to mitigate coverage risks.
• Ensure schedule accuracy and maintain records supporting adherence and payroll.
• Represent WFM in projects involving operating-hour changes and new channels; assess staffing implications.
• Collaborate with HR, Enablement, Systems, and domain leaders to translate priorities into plans.
• Monitor performance: track adherence, conformance, shrinkage, and coverage; explain trends and suggest improvements.
• Support automation efforts using tools like Playvox and Claude, validating outputs for accuracy.
• Contribute to forecasting, capacity planning, intraday management, and leave management as part of broader WFM efforts.

Skills

Workforce scheduling

Forecasting

Intraday management

Reporting

Automation

Stakeholder management

AI tools familiarity

Cross-functional collaboration

Tools

Playvox

NICE IEX

Verint

Assembled

Zendesk

Job description

Partner Company in Canada is seeking a Senior Associate, Workforce Management to ensure optimal coverage across phone, chat, and email. You’ll own scheduling for a portfolio of customer experience teams, balancing service levels, costs, and employee experience in a hands-on role.

You’ll forecast, intraday manage, report, and contribute to automation efforts while working with HR, Enablement, and Systems. This is a growth opportunity in a high-trust team across North America.