Workforce Management Intraday Analyst (contract)

Questrade Financial Group; Toronto; Hybrid; CAD 55,000 - 60,000; Full time

Benefits offered by this job

Health & wellbeing resources

Paid vacation

Hybrid work

Career growth

Diversity & inclusion

Job summary

Questrade Financial Group seeks an experienced WFM Intraday Analyst to monitor real-time workforce operations, track schedule adherence, and adjust in real time to optimize service levels. The role extends beyond standard intraday duties, requiring proactive championing of operational change.

The ideal candidate has 5+ years in a call centre, 2+ years in scheduling, and strong data analysis, with proficiency in MS Office and experience with WFM systems. Hybrid work with in-office days applies.

Qualifications

• 5+ years of experience working in a call centre environment.
• 2+ years of experience working in a scheduling capacity.
• Experience with Workforce Management systems.
• MS Office proficiency (Excel, Word, PowerPoint).
• Strong data analysis and interpretation skills.
• Proven problem-solving abilities.
• Ability to adapt to fluctuating workload and tight deadlines.
• Excellent communication and presentation skills.
• Experience with Aspect/Alvaria software is a bonus.

Responsibilities

• Managing schedule adjustments, vacations, sickness, emergencies, and short-term leaves to accurately record attendance and fill vacancies.
• Monitoring WFM system performance and maintaining up-to-date employee records.
• Partnering with WFM forecasting to analyze Call Centre data and develop workforce forecasts/plans across multiple client channels and queues to ensure optimal coverage.
• Preparing reports and analyzing workforce trends to inform scheduling, staffing deployment, and operational decision-making.
• Recommending, developing, and managing operational processes and posted schedules to support critical business requirements, shift coverage, and performance optimization.
• Collaborating with operations and Call Centre teams to ensure inputs (SL, occupancy, shrinkage, and staff preferences) are incorporated into schedules.
• Performing other duties as required

Skills

Call centre experience

Scheduling

Data analysis

MS Office

Communication skills

Tools

Aspect/Alvaria software

Job description

Questrade Financial Group (QFG), through its companies – Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next WFM Intraday Analyst. Could It Be You?

At Questrade, we thrive in a fast-paced environment that embraces continuous change, and we are seeking an Intraday Analyst who shares this dynamic mindset. You will monitor real-time workforce operations, track schedule adherence, and make on-the-fly adjustments to optimize our service levels. Beyond standard intraday management, we need a forward-thinking professional with broader industry experience who is ready to take on a greater role in driving and championing operational change. Because our business moves quickly, the ability to work flexible hours is essential to successfully support our evolving needs. If you are a proactive problem-solver eager to elevate our workforce strategies and grow beyond traditional WFM duties, we want you on our team.

Responsibilities

• Managing schedule adjustments, vacations, sickness, emergencies, and short-term leaves to accurately record attendance and fill vacancies.
• Monitoring WFM system performance and maintaining up-to-date employee records.
• Partnering with WFM forecasting to analyze Call Centre data and develop workforce forecasts/plans across multiple client channels and queues to ensure optimal coverage.
• Preparing reports and analyzing workforce trends to inform scheduling, staffing deployment, and operational decision-making.
• Recommending, developing, and managing operational processes and posted schedules to support critical business requirements, shift coverage, and performance optimization.
• Collaborating with operations and Call Centre teams to ensure key inputs (SL, occupancy, shrinkage, and staff preferences) are accurately incorporated into schedules.
• Performing other duties as required

You are if you…

• Have 5+ years of experience working in a call centre environment
• Have 2+ years of experience working in a scheduling capacity
• Are experienced with Workforce Management systems
• Are proficient in MS Office, including Excel, Word and PowerPoint
• Have proven ability to effectively analyze and interpret data to accurately convey business need
• Have demonstrated ability to identify issues and effectively resolve
• Are able to adjust to fluctuating workload with the pressure of tight deadlines
• Have strong communication and presentation skills

Additional Kudos If You…

• Have experience using Aspect/Alvaria software

Additional Information

The hours of operation for the WFM analyst will be Monday to Friday 7:30 am - 9:30 pm and weekends from 9 am - 7 pm.

Compensation Information

• Base salary range: $55,000 - $60,000

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 of 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.