Senior Manager, Workforce Management

Questrade Financial Group•Toronto, ON

2d•CA$100,000 - CA$125,000•Hybrid

About The Position

Questrade Financial Group (QFG) is seeking a Senior Manager, Workforce Management to oversee the end-to-end management of workforce planning for Questrade's Sales & Service organization. This role is crucial for ensuring optimal staffing levels, accurate forecasting, and efficient intraday management to enhance client experiences and operational efficiency. The Senior Manager will lead a team of WFM Analysts and Real-Time Analysts, collaborating closely with various departments including Operations, Analytics, Finance, People & Culture, and Technology. The position reports to the Director, Client Enablement and is responsible for the core WFM disciplines: forecasting, scheduling, intraday management, and performance review. The ideal candidate will be a data-driven leader with a continuous improvement mindset, capable of translating complex data into actionable plans to meet service level targets while managing costs and employee experience in a dynamic, fast-paced environment.

Requirements

Completed post-secondary education in Business Administration, Mathematics, Statistics, or a related field; equivalent experience considered.
5+ years of progressive experience in Contact Centre Workforce Management.
At least 2 years in a people leadership role.
Expert knowledge of WFM core disciplines: forecasting, scheduling, intraday management, and performance analysis.
Hands-on experience with Genesys Cloud WFM or comparable enterprise WFM platforms (e.g., Verint, NICE IEX, Aspect).
Experience managing WFM in a multi-skill, multi-channel contact centre environment.
Proficient in data analysis and visualization.
Strong Excel and Google Sheets skills with the ability to build and maintain complex staffing and capacity models.
Familiarity with call routing strategies and their operational impact on WFM planning assumptions.
Proven ability to synthesize complex data into clear, concise insights and executive-ready presentations.
Excellent communication, stakeholder management, and cross-functional collaboration skills.

Nice To Haves

Experience with Power BI, Google BigQuery, or similar BI platforms is a strong asset.
Experience building or scaling a WFM function within a growing organization is an asset.
Experience supporting WFM in a pod-based or specialized team structure is an asset.
Experience working with BPO or offshore contact centre partners, including managing cross-functional WFM alignment across geographically distributed teams, is an asset.

Responsibilities

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).
Partner with Operations, Finance, and Analytics teams to incorporate business drivers, seasonal trends, and strategic initiatives into capacity models.
Develop and maintain staffing models that balance service level targets, operational cost, and employee experience.
Build contingency staffing plans and capacity levers to mitigate risk during peak periods or unexpected volume spikes.
Leverage historical data from previous initiatives and pilots to develop educated assumptions for future forecast periods.
Design and maintain optimal schedule builds for the contact centre, accounting for multi-skill, multi-channel, and pod-based routing environments.
Balance shrinkage, offline activities, and training time within schedules to maximize productive capacity.
Coordinate with Operations on schedule change requests, shift bids, and vacation planning.
Oversee real-time monitoring of queue performance, service levels, agent adherence, and staffing levels.
Enable fast, data-driven intraday decisions including real-time redeployment, overtime triggers, and volume redistribution across pods and channels.
Identify and escalate emerging service level risks to Operations leadership in real time.
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.
Analyze forecast vs. actual variances, document root causes, and apply learnings to continuously improve forecast accuracy.
Partner with the Analytics team to build and maintain Power BI dashboards that surface WFM insights to operational leaders and senior executives.
Own day-to-day administration and optimization of the WFM platform (Genesys Cloud WFM), including configuration, user management, and integration maintenance.
Identify and lead opportunities to automate manual WFM processes, partnering with the AI & Process Automation team where applicable.
Define and maintain WFM standard operating procedures, ensuring processes are documented and maintained in the Knowledge Base.
Lead, coach, and develop a team of WFM Analysts (Schedulers and Real-Time Analysts), setting clear performance goals and fostering continuous professional growth.
Serve as the subject matter expert for WFM within Sales & Service, educating peer managers and stakeholders on WFM principles and their operational impact.
Partner with POD Leaders to understand staffing needs, handle time drivers, and escalation patterns to continuously refine capacity assumptions.
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.
Collaborate with POD leaders, Finance and People & Culture on annual headcount planning, location strategy, and budget submissions.
Ability to effectively make meaning with senior/executive audiences, in order to influence and gain buy in on key initiatives and decisions.