Senior Associate, Workforce Management

Wealthsimple

. Own scheduling for a portfolio of Client Experience Operations domain teams across phone, chat and email .

Posted 11/3/2026full-timeRemote • CanadaSenior💰 CA$33 - CA$41 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including scheduling for large teams, capacity planning, and adherence tracking. Proficient in utilizing WFM platforms and automation tools to enhance operational efficiency and decision-making.

Highest-signal resume keywords

Workforce Management ExperienceScheduling For 100+ AgentsWFM Platform FluencyData Analysis And RecommendationsAutomation Tools Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SchedulingCapacity PlanningForecasting InputsErlang-Based StaffingAdherenceConformanceShrinkage ManagementPerformance TrackingDecision-MakingData Analysis

Soft Skills

OwnershipFollow-ThroughCommunicationCollaborationProblem-Solving

Tools & Technologies

PlayvoxNICE IEXVerintAssembledZendeskFive9SQLPresetLooker

Industry Keywords

Contact CentreSupport EnvironmentBPO SchedulingFinancial ServicesRegulated Environment

Tech Stack

Tools & technologies

ErlangSQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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