Senior Manager, Workforce Management and Optimization

Aviso; Toronto; On-site; CAD 115,000 - 135,000; Full time

Benefits offered by this job

Health, dental and insurance benefits

Generous vacation and parental-leave top-up

Learning & development programs

Job summary

A leading wealth-management organization in Toronto seeks a Senior Manager, Workforce Management and Optimization. You will lead the development of employee-centric practices in a customer service environment. With over 8 years of experience, you should understand WFM principles and excel in fostering collaboration and innovation. The role includes coaching staff, enhancing processes, and leading reporting efforts across contact centers. A competitive compensation package and comprehensive benefits are offered.

Qualifications

• 8+ years in contact centres with progressive roles.
• 3+ years leading workforce-management functions.
• Deep understanding of WFM principles and contemporary tools.
• Strong work ethic with excellent communication skills.

Responsibilities

• Coach and develop staff, enhance training and engagement.
• Develop innovative WFM practices and champion automation.
• Lead departmental reporting and analysis.
• Design creative forecasting and scheduling solutions.

Skills

Client advocacy

Commitment to achieving goals

Collaboration with internal partners

Leadership coaching

Forecasting and data analysis

Bilingual French (asset)

Tools

Genesys phone systems

Creatio CRM

Job description

Senior Manager, Workforce Management and Optimization

Base Pay Range

CA$115,000.00/yr - CA$135,000.00/yr

At Aviso, we are dedicated to improving the financial well‑being of Canadians. As a leading wealth‑management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Our culture—abbreviated the “oneaviso” brand—is energized by talented professionals who exemplify these values daily.

Opportunity

The Senior Manager, Workforce Management & Optimization will join the Client Solutions team, reporting to the Director of Continuous Improvement. The role leads the development and continuous improvement of an innovative, employee‑centric WFM practice, manages all workforce‑management activities across our contact centres, and oversees departmental reporting and analysis.

Who you are

• Service – You put clients’ needs first, advocate service excellence and develop partner relationships that position Aviso Wealth as a trusted advisor.
• Execution – You are committed to achieving goals, “getting things done”, and continuously improving your own performance. You take accountability and learn from mistakes.
• Collaboration – You work collaboratively with internal partners to drive positive results, build trust, inclusion, and effective relationships inside and outside the organization.
• Leadership – You guide your team with direction, coaching, feedback, and resource removal, ensuring they achieve peak performance.

What your day looks like

• Coach and develop staff, improve training, communications and engagement; elevate processes and technology.
• Develop innovative WFM practices and champion automation and technology improvements.
• Lead departmental reporting and analysis.
• Contribute to vision‑driven projects and initiatives.
• Design creative forecasting, scheduling, capacity‑planning and real‑time operations solutions.
• Partner with leadership to evolve a customer‑experience‑obsessed contact centre.
• Challenge the status‑quo, embrace experimentation and learn quickly.
• Maintain two‑way communication with CX, Operations, HR, Marketing, I.T., Product Development and others to equip the centre with accurate data.
• Champion the service philosophy, set standards and inspire colleagues across the organization.

Requirements

• 8+ years in contact centres with progressive roles; 3+ years leading workforce‑management and reporting functions in a world‑class customer‑service environment.
• Deep understanding of WFM principles and contemporary tools.
• Skilled in forecasting, charts, graphs and data correlation.
• Commitment to servant leadership and continuous learning.
• Strong work ethic; leads by example; not territorial and collaborative.
• Excellent listening and people‑centred communication skills; bilingual French an asset.
• Experience educating leaders who are unfamiliar with WFM benefits.
• Optional: experience with Genesys phone systems, Creatio CRM, multi‑channel service (email, chat, phone).

Benefits

• Competitive compensation package rewarding individual contributions.
• Health, dental and insurance benefits; comprehensive coverage.
• Generous vacation, fitness, parental‑leave top‑up and retirement program matching.
• Learning & development programs and education assistance.
• Regular social events that foster teamwork.

Information & Privacy

By submitting your application, you consent to the collection, use, and disclosure of your personal information for recruiting purposes. Your data will be handled per Canadian privacy laws, including PIPEDA, and retained only as required.

Equitable Opportunity

Aviso welcomes applicants of all backgrounds, including people with disabilities. Accommodations are available during the hiring process.

Salary

This position has an expected salary range of CA$115,000 – CA$135,000 per year, with individual compensation based on experience and fit.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Customer Service