Workforce Manager, Client Experience Operations

Western or Eastern Canada

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Wealthsimple
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Wealthsimple is on a mission to help everyone achieve financial freedom, no matter who they are or how much they have. Using smart technology, Wealthsimple takes financial services that are often confusing, opaque and expensive and makes them simple, transparent, and low-cost. We're the company behind some of Canada's leading digital financial products, and are growing faster than ever.
Our team is reimagining what it means to manage your money. Smart, high-performing team members will challenge you to learn and grow every day. We value great work and great ideas — not ego. We're looking for talented people who love a fast-paced environment, and want to ship often and make an impact with groundbreaking ideas.
We’re a remote-first team and output is more important than face time, so where you choose to work is up to you — as long as you have internet access, you can work from anywhere in Canada. For this position, we have a preference of hiring someone located in Western Canada to offer the team wider coverage. Be a part of our Canadian success story and help shape the financial future of millions — join us! Read our Culture Manual and learn more about how we work.
As the Client Experience Operations Manager for Workforce Management (WFM), you will be responsible for scheduling and WFM workflows. You will manage the creation of schedules based on capacity requirements, seasonality and availability as well as perform analysis and provide staff recommendations to meet our client success goals. You will optimize processes related to workforce management and support strategic operations projects. We are also looking for someone who will assist in the maintenance of WFM data reports to ensure accuracy of historical statistics and performance levels provided to our clients. This position requires detailed, accurate, and timely completion of scheduling reports. Our ideal hire is passionate about supporting the delivery of exceptional client experience. 

In this role, you will:

  • Ensure schedules are generated on a regular basis to meet our scheduling requirements and staffing needs
  • Manage all intraday requests impacting scheduling (ex: holidays, sick days, trainings...)
  • Manage capacity planning process for both internal and external BPO requirements
  • Provide various scheduling analyses to ensure optimal schedules and provide staffing recommendations to improve our performance levels
  • Define and own best practices and process around scheduling to ensure efficiency and scalability
  • Build and maintain intra-day performance reports (when real time data will be available)
  • Ensure data integrity within the WFM system
  • Capture, store and report on historical statistics

Our ideal candidate has:

  • Workforce Management Experience - at least 2 years of Workforce Management experience using WFM software with a preference to a WFM database system
  • Client Success / Operations Experience - experience in client experience or operations experience helping to drive strategic projects, support backend processes and drive efficiency considered an asset
  • Data and Analytics - Strong analytical and problem-solving skills with superior attention to detail. Experience using SQL is an strong asset.
  • Action orientation: A clear bias for action and ability to act without being told what to do, takes full ownership over work and seeks help and input when needed
  • Prioritization & problem-solving - Knows how to break down complex problems and identify root causes. Knows how to balance what needs to be done with what’s possible to do. Understands the scope of an issue and its priority
  • Passion for clients - Is incredibly passionate about our clients and our products
  • Collaboration: Excellent interpersonal skills and an ability to work cross-functionally with a wide range of stakeholders 
At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know.
Job region(s): North America
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