Senior Associate, Workforce Management

Location: Remote (Canada) Workplace: Remote BUILD SOMETHING PEOPLE LOVE Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $169 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada. We're proud of what we've built — and we're just getting started. Read our Culture Manual https://www.wealthsimple.com/en-ca/culture and learn more about how we work https://www.wealthsimple.com/en-ca/careers. Every great client conversation at Wealthsimple starts with the right person being in the right place at the right time. That's workforce management, and it's a big part of how our Client Experience Operations (CXO) teams deliver fast, reliable support to more than 4 million clients. As a Senior Associate, Workforce Management, you'll own scheduling for a portfolio of our CXO domain teams across phone, chat and email. You'll build and maintain their schedules, protect coverage through planned and unplanned shrinkage, and make the calls that keep service levels, cost and our people's experience in balance. You'll report to the Lead, WFM Platform & Automation, on a small team where everyone owns their area end to end. A small team also means a wide view. Scheduling is the core of the job, but you'll need a working command of the whole WFM ecosystem (forecasting and capacity, intraday, leave and shrinkage, reporting) and the judgement to know how a change in one place lands in the others. You'll work closely with People Ops, Enablement, Systems and domain leadership, and you'll often be the person in the room explaining what a decision will do to coverage. This role requires hands-on WFM experience. As a small team, we're looking for someone who can own schedules in their first few weeks and have real influence on a small, high-trust team. That experience can come from Wealthsimple or from anywhere else. WHAT WILL YOU DO? - Own scheduling for your domains: Build, publish and maintain schedules for your portfolio, including rotations, weekend and extended-hours coverage, shift bids and the multi-skill split across phone, chat and email. You're accountable for them being right. - Protect coverage: Plan for shrinkage before it happens (PTO, training, meetings, coaching, leaves) and respond when it doesn't go to plan. Set PTO availability, plot offline time where it does the least damage, and flag coverage risk early. - Keep the schedule the source of truth: Process schedule change requests with care and consistency, so the schedule reflects where people are expected to be. That record supports adherence, performance conversations and payroll. - Be the expert in the room: Represent WFM on projects such as hours-of-operation changes, new channel launches, tooling changes and org changes. Translate operational plans into staffing impact, and be clear about the trade-offs. - Partner across CXO: - With HR and People Ops on leaves, accommodations, contract changes and overtime. - With Enablement on training and nesting schedules for new hires. - With domain leaders on coverage needs and shift preferences. - With Systems on the tools and integrations that schedules depend on. - Analyze and report: Track schedule effectiveness, adherence and conformance, shrinkage and coverage against need. Tell a clear story with the data: what happened, why, and what we should do next. - Improve how we work: Find the manual work in our scheduling process and help automate it. We build with tools like Playvox and Claude, and we expect you to bring ideas. WHAT DO YOU BRING? - 3+ years of hands-on workforce management experience in a contact centre or support environment, with direct ownership of scheduling. - Experience scheduling at scale: you've built and maintained schedules for 100+ agents across multiple skills or channels, including rotations and weekend or extended-hours coverage. - A working command of the WFM ecosystem: forecasting inputs, capacity planning, shrinkage, Erlang-based staffing, service level, occupancy, adherence and conformance. You know how a forecast becomes a schedule and how intraday reality feeds back into the plan. - 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: you can weigh coverage, cost, fairness and your teammates' experience, make a call with incomplete information, and know when to escalate. - Stakeholder confidence: you're comfortable explaining a staffing decision to a team lead, a people partner or a senior leader. You can say "here's what this will cost us" and work collaboratively towards solutions. - Ownership and follow-through: you don't need to be told what's next, and your schedules are right the first time. - Frequent user or at least strong curiosity about AI and automation: you use tools to move faster, and you check the output. 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. WHY WEALTHSIMPLE? 🌸 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, including Rainbow (2SLGBTQ), Women of WS, and Black at WS 🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. *Unlimited paid sick days, Wellness Days and the 90 day away program do not apply to certain roles. ICYMI Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building. Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Accessibility Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs. AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.