Senior Associate, Workforce Management

Build something people loveWealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $169 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada.

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Every great client conversation at Wealthsimple starts with the right person being in the right place at the right time. That's workforce management, and it's a big part of how our Client Experience Operations (CXO) teams deliver fast, reliable support to more than 4 million clients.

As a Senior Associate, Workforce Management, you'll own scheduling for a portfolio of our CXO domain teams across phone, chat and email. You'll build and maintain their schedules, protect coverage through planned and unplanned shrinkage, and make the calls that keep service levels, cost and our people's experience in balance. You'll report to the Lead, WFM Platform & Automation, on a small team where everyone owns their area end to end.

A small team also means a wide view. Scheduling is the core of the job, but you'll need a working command of the whole WFM ecosystem (forecasting and capacity, intraday, leave and shrinkage, reporting) and the judgement to know how a change in one place lands in the others. You'll work closely with People Ops, Enablement, Systems and domain leadership, and you'll often be the person in the room explaining what a decision will do to coverage.

This role requires hands-on WFM experience. As a small team, we're looking for someone who can own schedules in their first few weeks and have real influence on a small, high-trust team. That experience can come from Wealthsimple or from anywhere else.

What will you do?- Own scheduling for your domains: Build, publish and maintain schedules for your portfolio, including rotations, weekend and extended-hours coverage, shift bids and the multi-skill split across phone, chat and email. You're accountable for them being right.

• Protect coverage: Plan for shrinkage before it happens (PTO, training, meetings, coaching, leaves) and respond when it doesn't go to plan. Set PTO availability, plot offline time where it does the least damage, and flag coverage risk early.

• Keep the schedule the source of truth: Process schedule change requests with care and consistency, so the schedule reflects where people are expected to be. That record supports adherence, performance conversations and payroll.

• Be the expert in the room: Represent WFM on projects such as hours-of-operation changes, new channel launches, tooling changes and org changes. Translate operational plans into staffing impact, and be clear about the trade-offs.

• Partner across CXO:

With HR and People Ops on leaves, accommodations, contract changes and overtime.

• With Enablement on training and nesting schedules for new hires.

• With domain leaders on coverage needs and shift preferences.

• With Systems on the tools and integrations that schedules depend on.

• Analyze and report: Track schedule effectiveness, adherence and conformance, shrinkage and coverage against need. Tell a clear story with the data: what happened, why, and what we should do next.

• Improve how we work: Find the manual work in our scheduling process and help automate it. We build with tools like Playvox and Claude, and we expect you to bring ideas.

What do you bring?- 3+ years of hands-on workforce management experience in a contact centre or support environment, with...