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About the Role
Questrade Financial Group (QFG) is seeking a forward-thinking WFM Intraday Analyst to monitor real-time workforce operations, track schedule adherence, and optimize service levels. This role involves making on-the-fly adjustments, driving operational change, and championing AI to transform customer experiences and empower teams.
Responsibilities
- Manage schedule adjustments, vacations, sickness, emergencies, and short-term leaves to accurately record attendance and fill vacancies.
- Monitor WFM system performance and maintain up-to-date employee records.
- Partner with WFM forecasting to analyze Call Centre data and develop workforce forecasts/plans across multiple client channels and queues to ensure optimal coverage.
- Prepare reports and analyze workforce trends to inform scheduling, staffing deployment, and operational decision-making.
- Recommend, develop, and manage operational processes and posted schedules to support critical business requirements, shift coverage, and performance optimization.
- Collaborate with operations and Call Centre teams to ensure key inputs (SL, occupancy, shrinkage, and staff preferences) are accurately incorporated into schedules.
- Perform other duties as required.
Requirements
- 5+ years of experience working in a call centre environment.
- 2+ years of experience working in a scheduling capacity.
- Experience with Workforce Management systems.
- Proficient in MS Office, including Excel, Word and PowerPoint.
- Proven ability to effectively analyze and interpret data to accurately convey business needs.
- Demonstrated ability to identify issues and effectively resolve them.
- Ability to adjust to fluctuating workloads under the pressure of tight deadlines.
- Strong communication and presentation skills.
Skills
- Workforce Management (WFM)
- Scheduling
- Data Analysis
- MS Excel
- MS Word
- MS PowerPoint
- Communication
- Presentation
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- 5+ years of experience in a call centre environment
- 2+ years of experience in a scheduling capacity
Salary/Compensations
- $55,000 - $60,000
Benefits
- Health & wellbeing resources and programs
- Paid vacation, personal, and sick days
- Competitive compensation and benefits packages
- Career growth and development opportunities
- Opportunities to contribute to community causes
About the Company
- Questrade Financial Group (QFG) provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more through its companies: Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti.
- QFG uses cutting-edge technology to help Canadians become more financially successful and secure.
- At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services.
- We are a diverse, inclusive, and hybrid workplace.
Equal Opportunity
- 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.
- Questrade Financial Group companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.
- 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.