Senior Workforce Management Analyst

Job Responsibility: Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure. We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of. This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at Questrade. What's in it for you as an employee of QFG?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Hybrid and flexible work arrangements
• 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 Analyst, Workforce Management. Could It Be You? We're looking for a highly analytical and detail-oriented Senior Work Force Management Analyst to provide leadership and industry knowledge for Workforce Management (WFM) capabilities and build a customer centric approach to enable seamless technology and processes to optimize effectiveness. What's it like working as a Senior Analyst, Workforce Management at Questrade? Senior Analyst, Workforce Management will be responsible for forecasting, schedule optimization, capacity planning across the Contact Center and other supported organizations in order to meet service objectives. This includes skill management, routing strategy/work distribution, and proactive scheduling of out-of channel activities. The Senior WFM Analyst works closely with the Customer Service teams to ensure schedule efficiency and achievement of intervals within target range. This position also supports cross-functionally to provide workflow scenarios, facilitate shift trades, and provide business intelligence to feed the long term forecast. The Senior Analyst, Workforce Management will support all QuestEnterprise lines of business and collaborate closely with other teams to analyze, recommend and influence the Service Quality vision. Need more details? Keep reading… In this role, responsibilities include but are not limited to:

• Conducting comprehensive analysis of historical data, trends, and forecasted demand to develop accurate workforce capacity plans.
• Identify areas for improvement and develop strategies to optimize workforce utilization, including scheduling, staffing levels, and skill requirements.
• Utilize advanced statistical modeling and forecasting techniques to support decision-making processes and improve operational efficiency.
• Collaborate with cross-functional teams to define workforce management strategies aligned with business goals and objectives.
• Develop and implement strategies to manage and mitigate risks, such as absenteeism, attrition, and seasonality, to ensure adequate staffing levels.
• Monitor and evaluate key performance indicators (KPIs) to assess the effectiveness of implemented strategies and make data-driven recommendations for improvement.
• Foster a positive team culture, encourage collaboration, and promote knowledge sharing among team members.
• Serve as a subject matter expert and resource for the team, offering guidance on complex workforce management challenges and solutions.
• Prepare and deliver clear and concise reports and presentations, summarizing workforce analytics, key insights, and recommendations to all stakeholders.
• Perform what-if schedule scenarios, advanced schedule analysis, and variance analysis reports.
• Proven interpersonal and relationship management skills with a strong ability to manage, influence and leverage a multitude of stakeholders.
• Maintain understanding of partner and vendor roadmaps and understand how these technologies can be leveraged to bring business value that meet/exceed strategic goals and business results.
• Facilitates Shift Trading and Availability Process to ensure optimal schedule efficiency.
• Identifies Continuous Improvement opportunities in daily work, providing recommendations on how to support and implement solutions.
• Demonstrate a sense of urgency and a strong commitment to achieving deadlines

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

• Have Bachelor's degree in Administration, Finance, Mathematics, Statistics or related field
• Have 2+ years of experience in workforce management or analytics, preferably in a call center environment.
• Have experience with workforce optimization software (e.g., Genesy Cloud, NICE, Impact 360, IEX), and ACD technology (e.g. Genesys Cloud)
• Have experience within the contact center environment is preferred and proven ability to build relationships cross-functionally.
• Have highly developed problem-solving skills including conducting root cause analysis, documenting results, and providing recommendations
• Are able to provide clear and concise recommendations in a rapidly changing environment
• Possess strong communication and interpersonal skills across multiple levels within the organization, including the ability to influence, negotiate, and escalate unresolved problems or questions
• Have strong technology literacy skills to assist in the understanding of systemic architectural routing
• Are a team player and self-starter with great interpersonal skills and a solution-oriented attitude
• Have strong leadership, communication and analytical skills

Additional kudos if you…

• Have experience using Genesys Cloud WFM
• Have experience working in a contact center
• Have knowledge of Agile concepts including backlogs, sprints, and planning boards

Sounds like you? Click below to apply! #LI-HT1 #LI-Remote 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.