What’s in it for you as an employee of QFG?
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Health & wellbeing resources and programs
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Paid vacation, personal, and sick days for work-life balance
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Competitive compensation and benefits packages
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Work-life balance in a hybrid environment with at least 3 days in office
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Career growth and development opportunities
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Opportunities to contribute to community causes
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Work with diverse team members in an inclusive and collaborative environment
This job posting is for an existing vacancy.
We’re looking for our next Senior Manager, Workforce Management. Could It Be You?
The Senior Manager, Workforce Management is responsible for the end-to-end management of the contact centre workforce planning function across Questrade's Sales & Service organization. This role ensures the right people, with the right skills, are available at the right time, optimizing staffing levels, forecasting accuracy, and intraday responsiveness to deliver exceptional client experiences and operational efficiency. The Senior Manager leads a team of WFM Analysts and Real-Time Analysts, and partners closely with Operations, Analytics, Finance, People & Culture, and Technology to drive data-informed staffing decisions across the enterprise. This role reports to the Director, Client Enablement.
This role owns the four core disciplines of WFM: forecasting, scheduling, intraday management, and performance review, while building the tools, processes, and capabilities that allow the Sales & Service organization to scale effectively. The Senior Manager translates contact volume data, business trends, and strategic priorities into actionable workforce plans, ensuring service levels are met consistently while managing cost and employee experience. This is a hands-on leadership role requiring both deep WFM technical expertise and strong cross-functional partnership skills. The ideal candidate thrives in a dynamic, fast paced, evolving environment and brings a data-driven, proactive approach, and continuous improvement mindset to everything they do.
Need more details? Keep reading…
In this role, responsibilities include but are not limited to:
Forecasting & Capacity Planning
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Produce accurate long (12–18 month), medium (4–12 week), and short-range (weekly/daily) forecasts for contact volume, average handle time (AHT), shrinkage, and headcount requirements across all channels (voice, chat, email)
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Partner with Operations, Finance, and Analytics teams to incorporate business drivers, seasonal trends, and strategic initiatives into capacity models
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Develop and maintain staffing models that balance service level targets, operational cost, and employee experience
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Build contingency staffing plans and capacity levers to mitigate risk during peak periods or unexpected volume spikes
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Leverage historical data from previous initiatives and pilots to develop educated assumptions for future forecast periods
Scheduling
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Design and maintain optimal schedule builds for the contact centre, accounting for multi-skill, multi-channel, and pod-based routing environments
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Balance shrinkage, offline activities, and training time within schedules to maximize productive capacity
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Coordinate with Operations on schedule change requests, shift bids, and vacation planning
Intraday Management
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Oversee real-time monitoring of queue performance, service levels, agent adherence, and staffing levels
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Enable fast, data-driven intraday decisions including real-time redeployment, overtime triggers, and volume redistribution across pods and channels
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Identify and escalate emerging service level risks to Operations leadership in real time
Performance & Reporting
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Own the development and delivery of WFM reporting deliverables, including daily, weekly, and monthly performance scorecards covering SLA, ASA, abandonment rate, schedule adherence, occupancy, utilization, and shrinkage
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Analyze forecast vs. actual variances, document root causes, and apply learnings to continuously improve forecast accuracy
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Partner with the Analytics team to build and maintain Power BI dashboards that surface WFM insights to operational leaders and senior executives
Technology & Process
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Own day-to-day administration and optimization of the WFM platform (Genesys Cloud WFM), including configuration, user management, and integration maintenance
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Identify and lead opportunities to automate manual WFM processes, partnering with the AI & Process Automation team where applicable
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Define and maintain WFM standard operating procedures, ensuring processes are documented and maintained in the Knowledge Base
Leadership & Collaboration
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Lead, coach, and develop a team of WFM Analysts (Schedulers and Real-Time Analysts), setting clear performance goals and fostering continuous professional growth
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Serve as the subject matter expert for WFM within Sales & Service, educating peer managers and stakeholders on WFM principles and their operational impact
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Partner with POD Leaders to understand staffing needs, handle time drivers, and escalation patterns to continuously refine capacity assumptions
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Collaborate with BPO and offshore leaders to align WFM practices, integrate external workforce data into forecasting and scheduling models, and ensure consistent service delivery standards across all workforce segments
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Collaborate with POD leaders, Finance and People & Culture on annual headcount planning, location strategy, and budget submissions
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Ability to effectively make meaning with senior/executive audiences, in order to influence and gain buy in on key initiatives and decisions
So are YOU our next Senior Manager, Workforce Management? You are if you…
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Have completed post-secondary education in Business Administration, Mathematics, Statistics, or a related field; equivalent experience considered
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Have 5+ years of progressive experience in Contact Centre Workforce Management, with at least 2 years in a people leadership role
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Possess expert knowledge of WFM core disciplines: forecasting, scheduling, intraday management, and performance analysis
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Have Hands-on experience with Genesys Cloud WFM or comparable enterprise WFM platforms (e.g., Verint, NICE IEX, Aspect)
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Have experience managing WFM in a multi-skill, multi-channel contact centre environment
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Are proficient in data analysis and visualization; experience with Power BI, Google BigQuery, or similar BI platforms is a strong asset
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Have strong Excel and Google Sheets skills with the ability to build and maintain complex staffing and capacity models
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Are familiar with call routing strategies and their operational impact on WFM planning assumptions
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Have proven ability to synthesize complex data into clear, concise insights and executive-ready presentations
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Have experience building or scaling a WFM function within a growing organization is an asset
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Have experience supporting WFM in a pod-based or specialized team structure is an asset
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Have experience working with BPO or offshore contact centre partners, including managing cross-functional WFM alignment across geographically distributed teams, is an asset
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Have excellent communication, stakeholder management, and cross-functional collaboration skills
Compensation Information:
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Base salary range: $100,000 - $125,000
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The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.
Sounds like you? Click below to apply!
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