Own workforce scheduling at Wealthsimple, using hands-on WFM expertise to balance coverage, service levels, cost, and employee experience. This is a hybrid team.

As a Senior Associate, Workforce Management, you will schedule CXO teams across phone, chat, and email. You will work across forecasting, capacity, intraday planning, leave, shrinkage, and reporting. Your decisions will support rapid, reliable service for more than four million clients.

Key Responsibilities:

- Build, publish, and maintain schedules for assigned CXO domains
- Plan shrinkage and respond to coverage risks
- Process schedule changes accurately and consistently
- Explain staffing impacts across operational projects
- Analyze adherence, conformance, shrinkage, and coverage data

Requirements:

- Three or more years of hands-on WFM experience
- Direct scheduling ownership in contact centre or support environments
- Experience scheduling 100-plus agents across skills or channels
- Fluency with Playvox, NICE IEX, Verint, or Assembled
- Knowledge of forecasting, capacity, shrinkage, and service levels

Apply your scheduling judgment, WFM platform fluency, and analytical skills across Wealthsimple’s Client Experience Operations teams.

📌 Senior Workforce Management Scheduler (Toronto)
🏢 Wealthsimple Technologies
📍 Toronto