Senior Associate, Workforce Management

🔥 23 minutes ago

🇨🇦 Canada – Remote

💵 CA$32 - CA$40 / hour

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

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Wealthsimple

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

🛡️ Insurance

💳 Fintech

💰 $393M Series E - Wealthsimple on 2025-10

Consulting • Insurance • Fintech

Wealthsimple is a Canadian financial technology company that provides consumer banking, investing, and wealth management services. It offers chequing accounts, savings, credit cards, self-directed trading (stocks, ETFs, options), cryptocurrency trading, managed portfolios, tax services, and advisory wealth management for high-net-worth clients. Wealthsimple combines digital-first banking and low-fee investing products aimed at retail customers, along with tools and educational content to support personal finance.

📋 Description

• Own scheduling for a portfolio of Client Experience Operations domain teams across phone, chat and email • Build, publish and maintain schedules, including rotations, weekend and extended-hours coverage, shift bids, and multi-skill channel splits • Plan for and respond to shrinkage, including PTO, training, meetings, coaching and leaves • Set PTO availability, place offline time, and flag coverage risks • Process schedule-change requests so schedules remain the source of truth for adherence, performance conversations and payroll • Represent WFM on hours-of-operation changes, new channel launches, tooling changes and organizational changes • Translate operational plans into staffing impacts and explain trade-offs • Partner with HR and People Ops, Enablement, domain leaders and Systems • Track schedule effectiveness, adherence, conformance, shrinkage and coverage against need • Analyze data and recommend next steps • Identify manual scheduling work and help automate it using tools such as Playvox and Claude

🎯 Requirements

• 3+ years of hands-on workforce management experience in a contact centre or support environment, with direct ownership of scheduling • Experience building and maintaining schedules for 100+ agents across multiple skills or channels, including rotations and weekend or extended-hours coverage • Working command of forecasting inputs, capacity planning, shrinkage, Erlang-based staffing, service level, occupancy, adherence and conformance • Fluency with a WFM platform such as Playvox, NICE IEX, Verint, or Assembled, and related CRM/Telephony tools • Ability to weigh coverage, cost, fairness and teammates' experience, make decisions with incomplete information, and escalate when needed • Ability to explain staffing decisions to team leads, people partners, and senior leaders • Ownership and follow-through; schedules must be accurate • Frequent use of, or strong curiosity about, AI and automation tools • Legally eligible to work in Canada • Nice to have: Playvox, Zendesk, Five9, SQL, Preset, Looker, financial services or regulated-environment experience, and BPO/outsourced-partner scheduling experience

🏖️ Benefits

• Top-tier health benefits and life insurance • Long-term group savings with employer match, through Wealthsimple for Business • 20 vacation days • 4 wellness days • Unlimited sick and mental health days per year* • Work outside Canada for up to 90 days per year* • Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS • Permanent employees receive equity compensation • AI Notetaker interview recording opt-out without impact on candidacy

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