Senior Manager, Workforce Management Planning (Flexiti)

Senior Manager, Workforce Management Planning (Flexiti)

5700 Yonge St, North York, ON M2M 4G3, Canada

Job Description

Posted Monday, April 7, 2025 at 4:00 AM

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, ThinkInsure, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG / Flexiti?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Senior Manager, Workforce Management Planning. Could It Be You?

The Senior Manager, Workforce Management Planning will focus on forecasting and planning, scheduling, and intraday management of three contact centres (300+ FTE) to support them to deliver excellent service to customers. They will partner closely with a variety of teams including Operations, Analytics, Finance, HR and Technology. They will create, analyze, and inform the tactical and strategic long-term forecasting and planning with insights and trends and prepare impactful analyses across all levels including senior executives to steer key business decisions. This role requires an effective communicator who can work with business partners across all levels of the organization. This role reports to the Director, Operations.

The ideal candidate is an accomplished and collaborative leader with a proven track record of success who maintains professional and technical knowledge by tracking emerging trends in workforce management and benchmarking state-of-the-art practices.

In this role, responsibilities include but are not limited to:

• Effectively leading, coaching and developing a team comprised of a Scheduler and 4 Intraday analysts
• Producing accurate Long, Medium, and Short-Range Forecasts and reports on anticipated volume and capacity across all contact centre lines. Analyzing real time performance and identify opportunities to improve
• Building optimal short and long-term staffing plan for Contact Centre Operations by balancing between Customer Experience, Employee Experience, Operational Flexibility, and Cost Effectiveness
• Developing and implementing contingency staffing models to mitigate capacity risks and provide capacity levers
• Coordinating with peer groups and Managers to identify opportunities for service improvements and cost savings
• Monitoring and taking corrective action on financial and operational results
• Developing and implementing comprehensive and consistent strategies, tools, and processes related to workforce planning and workload forecasting
• Collecting, consolidating, and analyzing operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances
• Partnering closely with multiple cross-functional teams to understand capacity, headcount, help build optimal long-term staffing plan, location strategy, Operations performance, volumes, arrival patterns, handling times and drivers into the long-term forecast
• Leveraging and managing historical data from previous initiatives and pilots to develop educated assumptions for planned initiatives and future forecast periods
• Other duties as needed

So are YOU our next Senior Manager, Workforce Management Planning? You are if you…

• Have 5+ years of experience in Contact Centre, Workforce management and expert knowledge of forecasting, capacity planning, scheduling and intraday management
• Are proactive with high attention to detail and ability to synthesize information, metrics, and KPIs from multiple sources and distill it in crisp, clear language appropriate for a variety of audiences
• Are comfortable presenting to senior audiences in a logical and concise fashion
• Have experience building up and leading a WFM function in a growing organization
• Have experience with contact centre technology implementations
• Are proficient with Microsoft Office and Google applications, with Advanced proficiency in Excel / Google Sheets
• Have experience working with Genesys software

Sounds like you? Click below to apply!

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.