# Senior Associate, Workforce Management

**Company**: Wealthsimple
**Location**: Remote (Canada)
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://jobs.ashbyhq.com/wealthsimple/5f8effae-bda6-46b8-9a0a-f38648b88942?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b7bb56a1-50d

## Description

Wealthsimple is looking for a Senior Associate, Workforce Management to join their Client Experience Operations (CXO) teams. The successful candidate will own scheduling for a portfolio of CXO domain teams across phone, chat and email. They will build and maintain schedules, protect coverage through planned and unplanned shrinkage, and make decisions that balance service levels, cost and employee experience.

Responsibilities:

- Own scheduling for domains: Build, publish and maintain schedules for a portfolio, including rotations, weekend and extended-hours coverage, shift bids and multi-skill split across phone, chat and email.

- Protect coverage: Plan for shrinkage before it happens and respond when it doesn't go to plan.

- Keep the schedule the source of truth: Process schedule change requests with care and consistency.

- Be the expert in the room: Represent WFM on projects such as hours-of-operation changes, new channel launches, tooling changes and org changes.

- Partner across CXO: Collaborate with HR and People Ops, Enablement, domain leaders and Systems.

- Analyze and report: Track schedule effectiveness, adherence and conformance, shrinkage and coverage against need.

- Improve how we work: Find manual work in the scheduling process and help automate it.

Requirements:

- 3+ years of hands-on workforce management experience in a contact centre or support environment.

- Experience scheduling at scale: built and maintained schedules for 100+ agents across multiple skills or channels.

- Working command of the WFM ecosystem: 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: weigh coverage, cost, fairness and teammate experience.

- Stakeholder confidence: comfortable explaining a staffing decision to a team lead, people partner or senior leader.

- Ownership and follow-through: schedules are right the first time.

- 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

- 90 days away: work outside Canada for up to 90 days per year

- Employee resource groups

## Skills

### Required
- Workforce Management
- Scheduling
- Forecasting
- Capacity Planning
- Shrinkage
- Erlang-based Staffing
- Service Level
- Occupancy
- Adherence
- Conformance
- WFM Platforms

### Nice to have
- Playvox
- Zendesk
- Five9
- SQL
- BI Tools
- Financial Services

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/wealthsimple/5f8effae-bda6-46b8-9a0a-f38648b88942?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)