Senior Associate, Workforce Management

Wealthsimple is Canada's leading financial innovator, offering managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving products to more than 4 million Canadians. As a Senior Associate, Workforce Management, you will own scheduling for a portfolio of Client Experience Operations (CXO) domain teams across phone, chat and email, protect coverage, and balance service levels, cost and people's experience. You will report to the Lead, WFM Platform & Automation, on a small team where everyone owns their area end to end.

Responsibilities

Own scheduling for assigned domains, building, publishing and maintaining schedules including rotations, weekend and extended-hours coverage, shift bids and multi-skill split across phone, chat and email; Protect coverage by planning for and responding to shrinkage (PTO, training, meetings, coaching, leaves); Keep the schedule as the source of truth by processing schedule change requests consistently; Represent WFM on projects such as hours-of-operation changes, new channel launches, tooling changes and org changes; Partner with HR and People Ops, Enablement, domain leaders and Systems on coverage, training, tools and integrations; Analyze and report on schedule effectiveness, adherence, conformance, shrinkage and coverage against need; Find manual work in the scheduling process 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 scheduling at scale, having built and maintained schedules for 100+ agents across multiple skills or channels, including rotations and weekend or extended-hours coverage; Working command of the WFM ecosystem, including 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; Sound judgement on small-team trade-offs, including coverage, cost, fairness and teammates' experience; Stakeholder confidence in explaining staffing decisions to team leads, people partners and senior leaders; Ownership and follow-through; Frequent user or strong curiosity about AI and automation

Nice to have

Experience with Playvox specifically, or with Zendesk and Five9; SQL, or experience with BI tools like Preset or Looker; Experience in financial services or another regulated environment; Experience scheduling around a BPO or outsourced partner

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, and unlimited sick and mental health days per year (certain roles excluded); Work outside Canada for up to 90 days per year (certain roles excluded); Employee resource groups including Rainbow (2SLGBTQ), Women of WS, and Black at WS