Workforce Management Intraday Analyst

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.

• 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

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.

• 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

• 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 Power Point
• 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

• Have experience using Aspect/Alvaria software

The hours of operation for the WFM analyst will be…