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Branch Seasonal Associate - Birmingham, MI 35J
Raymond James Financial, Inc.
Birmingham, MI
The Branch Seasonal Associate role offers college students an opportunity to learn about the wealth management industry and branch operations. Branch Seasonal Associates will assist with…
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Public & Labor Proposal Associate
CVS Health
Remote, United States
The Specialty Sales Support Associate provides pre-sale and post-sale support for specialty benefits business, serving as a liaison between Sales, Underwriting, Implementation, Account…
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EW
Sales Associate - Optical Specialist - Part Time
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Walker, MI
- Part-time
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Branch Seasonal Associate - Fenton, MI 3JK
Raymond James Financial, Inc.
Fenton, MI
The Branch Seasonal Associate role offers college students an opportunity to learn about the wealth management industry and branch operations. Branch Seasonal Associates will assist with…
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Wealth Management Client Associate
Bank of America
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Treasury Mgmt Sales Associate Team Lead
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Farmington Hills, MI
The Treasury Management Sales Associate Team Lead is responsible for leading a team of Treasury Management Sales Associates who provide day-to-day support to Treasury Management Officers…
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Registered Wealth Management Client Associate
Bank of America
Auburn Hills, MI
This job is responsible for providing client service support to potentially multiple Financial Advisors (FAs). Key responsibilities include supporting enterprise strategic objectives,…
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T
Fee Based Associate
TEKsystems
Southfield, MI
- $24 USD / hour
Join a growing financial services team supporting account maintenance, transaction processing, customer inquiries, and operational support functions. This is a great opportunity for…
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PC Support II Specialist
MSC Industrial Supply Co.
Southfield, MI
This position provides operational support for all Desktop/Laptop and all End-User devices, including PC/Mobility/End-Use devices.
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Data Analyst – MDM Reporting & Compliance
HTC Global Services Inc
Troy, MI
…skills, along with experience in data reconciliation, validation, operational reporting, and KPI/SLA dashboard…
Added 1 min ago
Software Engineer – MDM Automation & Integration
HTC Global Services Inc
Troy, MI
…automation solutions, integrating multiple data sources, improving operational efficiency, and supporting production automation…
Added 1 min ago
Registered Wealth Management Client Associate
Bank of America
Dearborn, MI
This job is responsible for providing client service support to potentially multiple Financial Advisors (FAs). Key responsibilities include supporting enterprise strategic objectives,…
Added 1 min ago
Code Edit Disputes Medical Coder
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Lansing, MI
…Medical Coding Coordinator performs advanced administrative, operational, and customer support duties that require independent initiative and judgment. May apply intermediate mathematical…
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Lead Kubernetes Architect (AKS and GKE)
Humana
Lansing, MI
…establish platform best practices, guide roadmap execution, and support Day 2 operational excellence. This individual will serve as a technical leader for multi-cluster design, platform…
Added 1 min ago
Systems Administrator – Kiteworks
SitusAMC
Lansing, MI
The Associate, Systems Administrator is an individual contributor in the Systems Administration job family, responsible for the implementation, administration, and ongoing support of the…
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Sr Technology Project Manager- Vulnerability and Product Support Team - Remote
SitusAMC
Lansing, MI
Project management qualification (PMP), Certified Associate in Project Management (CAPM) preferred
Added 3 mins ago
VP of Strategy
Acentra Health, LLC
UNAVAILABLE · Mc Lean, VA · Washington
…strategic initiatives that dive revenue growth, margin expansion, operational excellence, and long-term enterprise value. This leader combines rigorous strategic thinking with hands-on…
Added 4 mins ago
JJ
General Manager
Jimmy John's
Angola, IN
- $14 to $17 USD / hour
…experience, and balancing other priorities, focusing on strategic, operational, and leadership excellence. As the role will evolve over time, the successful candidate will show curiosity in…
Added 6 mins ago
J
Business Operations Associate
Jobgether
Remote, United States
- $92,000 to $125,000 USD / year
The Business Operations Associate will play a key role in supporting strategic planning, operational excellence, and business growth within a fast-growing technology environment. Working…
Added 10 mins ago
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Lateral Partner Opportunity
GPAC
Saint Louis, MO
- $150,000 to $250,000 USD / year
…business who are looking for a stronger platform without the operational burden of running their own…
Added 18 mins ago
Ultrasound Technologist
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Fruitland, ID
Operational hours 8a-10pm Monday through Friday. 8am-8pm Saturday and Sunday.
Added 18 mins ago
Public & Labor Proposal Associate
CVS Health
Remote, United States
The Specialty Sales Support Associate provides pre-sale and post-sale support for specialty benefits business, serving as a liaison between Sales, Underwriting, Implementation, Account…
Added 18 mins ago
Facilities Strategic Program Management Office (SPMO) Coordinator
Micron Technology, Inc.
Boise, ID
Support the planning, coordination, and execution of strategic programs and projects across the SPMO portfolio.
Added 18 mins ago
Personal Banker - Boise Metro
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EAGLE, ID · BOISE, ID
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as…
Added 18 mins ago
Systems Administrator – Kiteworks
SitusAMC
Boise, ID
The Associate, Systems Administrator is an individual contributor in the Systems Administration job family, responsible for the implementation, administration, and ongoing support of the…

Jobgether

Senior Associate, Workforce Management

Remote, United States

$32.69 to $40.87 CAD / hour

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Job details

Pay: $32.69 to $40.87 CAD / hour
Experience: At least 3 years of hands-on workforce management experience in a contact centre or customer support environment, including direct responsibility for scheduling.
Posting language: English
Posted: Nov 5, 2026

Original job description

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.

Accountabilities:

• Own workforce scheduling: Build, publish, and maintain schedules for assigned customer experience teams, including shift rotations, weekend and extended-hours coverage, shift bidding, and multi-skill allocation across phone, chat, and email.

• Maintain effective coverage: Plan for anticipated shrinkage, including paid time off, training, meetings, coaching, and leaves. Manage PTO availability, schedule offline activities strategically, and identify potential coverage risks early.

• Maintain scheduling accuracy: Review and process schedule change requests consistently, ensuring schedules accurately reflect employee availability and expected activities. Maintain reliable records that support adherence monitoring, performance discussions, and payroll processes.

• Provide workforce management expertise: Represent the WFM function in projects involving operating-hour changes, new support channels, technology updates, and organizational changes. Assess staffing implications and communicate operational trade-offs clearly.

•

Collaborate with cross-functional teams:

• Partner with HR and People Operations on employee leaves, accommodations, contract changes, and overtime requirements.

• Coordinate with Enablement teams to plan training and nesting schedules for new hires.

• Work with domain leaders to understand coverage requirements and employee shift preferences.

• Partner with Systems teams to maintain the tools and integrations supporting workforce scheduling.

• Monitor performance and reporting: Track schedule effectiveness, adherence, conformance, shrinkage, and staffing coverage against demand. Analyze results, explain operational trends, and recommend practical improvements.

• Improve processes and automation: Identify manual or inefficient scheduling activities and contribute to automation initiatives using tools such as Playvox and Claude, while validating outputs and ensuring accuracy.

• Contribute to the broader WFM ecosystem: Apply an understanding of forecasting, capacity planning, intraday management, leave management, shrinkage, and reporting to ensure scheduling decisions align with wider operational plans.

Requirements:

• At least 3 years of hands-on workforce management experience in a contact centre or customer support environment, including direct responsibility for scheduling.

• Demonstrated experience building and maintaining schedules for 100 or more agents across multiple skills or communication channels.

• Experience managing rotations, weekend coverage, and extended operating hours.

• Strong understanding of workforce management principles, including forecasting inputs, capacity planning, shrinkage, Erlang-based staffing, service levels, occupancy, schedule adherence, and conformance.

• Ability to understand how demand forecasts translate into staffing schedules and how intraday performance informs future planning.

• Proficiency with a workforce management platform such as Playvox, NICE IEX, Verint, or Assembled, as well as familiarity with related CRM and telephony systems.

• Sound judgment when balancing coverage, operational costs, fairness, and employee experience, including the ability to make informed decisions with incomplete information and escalate issues when appropriate.

• Strong stakeholder management and communication skills, with the ability to explain staffing decisions and their operational or financial implications to team leads, People partners, and senior leaders.

• A high level of ownership, accuracy, and accountability, with the ability to anticipate next steps and manage scheduling responsibilities independently.

• Interest in or regular use of AI and automation tools to improve productivity, supported by the ability to critically review and validate their outputs.

Nice-to-have qualifications:

• Experience specifically with Playvox or familiarity with Zendesk and Five9.

• SQL skills or experience using business intelligence tools such as Preset or Looker.

• Experience working in financial services or another regulated industry.

• Experience managing workforce schedules involving business process outsourcing (BPO) or external service partners.

Benefits:

• Hourly compensation ranging from CA$32.69 to CA$40.87, depending on skills, experience, and role level.

• Equity compensation for permanent employees.

• Comprehensive health benefits.

• Life insurance.

• Long-term group savings and retirement benefits, including employer matching through a business savings program.

• 20 vacation days per year.

• Four wellness days per year.

• Unlimited paid sick and mental health days, subject to role eligibility.

• Opportunity to work outside Canada for up to 90 days per year through a flexible remote-work program, subject to role eligibility.

• Employee resource groups and communities supporting inclusion and belonging, including groups for 2SLGBTQ+ employees, women, and Black employees.

• A collaborative working environment with colleagues across North America.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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