Workforce Management Intraday Analyst (contract)

Questrade Financial Group • 5700 Yonge St, North York, ON M2M 4K2, Canada • 1d ago

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
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

This job posting is for an existing vacancy.

We’re looking for our next WFM Intraday Analyst. Could It Be You?

At Questrade, we thrive in a fast-paced environment that embraces continuous change, and we are seeking an Intraday Analyst who shares this dynamic mindset. You will monitor real-time workforce operations, track schedule adherence, and make on-the-fly adjustments to optimize our service levels. Beyond standard intraday management, we need a forward-thinking professional with broader industry experience who is ready to take on a greater role in driving and championing operational change. Because our business moves quickly, the ability to work flexible hours is essential to successfully support our evolving needs. If you are a proactive problem-solver eager to elevate our workforce strategies and grow beyond traditional WFM duties, we want you on our team.

Need more details? Keep reading…

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

Managing schedule adjustments, vacations, sickness, emergencies, and short-term leaves to accurately record attendance and fill vacancies.
Monitoring WFM system performance and maintaining up-to-date employee records.
Partnering with WFM forecasting to analyze Call Centre data and develop workforce forecasts/plans across multiple client channels and queues to ensure optimal coverage.
Preparing reports and analyzing workforce trends to inform scheduling, staffing deployment, and operational decision-making.
Recommending, developing, and managing operational processes and posted schedules to support critical business requirements, shift coverage, and performance optimization.
Collaborating with operations and Call Centre teams to ensure key inputs (SL, occupancy, shrinkage, and staff preferences) are accurately incorporated into schedules.
Performing other duties as required

So are YOU our next WFM Intraday Analyst? You are if you…

Have 5+ years of experience working in a call centre environment 
Have 2+ years of experience working in a scheduling capacity
Are experienced with Workforce Management systems
Are proficient in MS Office, including Excel, Word and PowerPoint
Have proven ability to effectively analyze and interpret data to accurately convey business need 
Have demonstrated ability to identify issues and effectively resolve 
Are able to adjust to fluctuating workload with the pressure of tight deadlines 
Have strong communication and presentation skills