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
This job posting is for an existing vacancy.
This position is a 12-month contract.
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.
Need more details? Keep reading…
In this role, responsibilities include but are not limited to:
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
So are YOU our next WFM Intraday Analyst? 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
Sounds like you? Click below to apply!
#LI-Hybrid
#LI-TO1
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.
Skills Required
- 5+ years of experience working in a call centre environment
- 2+ years of experience working in a scheduling capacity
- Experience with Workforce Management systems
- Proficiency in Microsoft Office, including Excel, Word, and PowerPoint
- Ability to analyze and interpret data to convey business needs accurately
- Ability to identify issues and effectively resolve them
- Ability to adjust to fluctuating workloads and work under tight deadlines
- Strong communication and presentation skills
- Experience using Aspect or Alvaria software
What We Do
Questrade Financial Group (QFG) is a Canadian, founder-owned financial-services group serving Canadians through companies including Questrade, Questrade Wealth Management, Community Trust Company, Zolo and Flexiti. Its offerings span securities and foreign-currency investing, professionally managed portfolios, mortgages, insurance, real-estate services and other financial services. Founded as an investment brokerage, QFG says it is mission-driven and committed to helping Canadians become more financially successful and secure.
