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.