Senior Analyst Workforce Planning
3 weeks ago
About the CompanyIGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $271 billion in assets. It offers financial planning and investment services to over two million Canadians through IG Wealth Management and Mackenzie Investments. Founded in 1926, IG Wealth Management is a key part of IGM’s business model, providing comprehensive wealth‑management services to Canadian financial advisors and their clients.About the RoleWe’re looking for a highly analytical and operations‑focused Senior Workforce Planning Analyst to join our Enterprise Contact Centre team. This role is central to managing intraday workforce performance, optimizing scheduling, and delivering actionable insights through KPI analysis. The ideal candidate will have hands‑on experience with Salesforce, AWS, Verint, and Power BI, along with a strong background in forecasting to drive operational excellence. You will develop models to assess the impact of different staffing and volume scenarios, helping the business make informed decisions quickly. You will also analyze correlations between key performance metrics—such as service level, average handle time, and occupancy—to identify trends and uncover drivers of performance within the contact‑centre environment.Key ResponsibilitiesOversee intraday workforce management across enterprise contact‑centre teamsMonitor real‑time adherence, service levels, and staffing variancesExecute and refine scheduling strategies to meet dynamic business needsAnalyze performance metrics (AHT, occupancy, etc.) and provide insightsDesign and maintain interactive dashboards and reports using Power BIDevelop “what‑if” models to assess impact of different scenariosLeverage Salesforce and AWS tools to extract, transform, and visualize workforce dataIdentify trends and recommend process improvements to enhance workforce agilityQualificationsBachelor’s degree in Business, Finance, or related field3+ years of experience in workforce planning or contact‑centre operationsStrong understanding of WFM tools and intraday management practicesProficiency in Salesforce and AWS (e.g., data querying, dashboarding, reporting)Advanced Excel skills; experience with Power BI is an assetExcellent communication and stakeholder relationship skillsAbility to work under pressure and adapt to changing prioritiesBilingualism (French, English, both oral and written) is required for Quebec only for frequent interactions with English.BenefitsCompetitive base salary, performance‑weighted bonus, education and career support, option to join Employee Share Purchase Plan with employer matching componentCompetitive health and dental coverage, flexible plan for you and your family and short‑term & long‑term disability plansVoluntary Defined Contribution Pension PlanPaid volunteer days, competitive time off (including 10 wellness days off), WorkPerks discount program, hybrid & flex work arrangementsInclusive culture and diversity: living our core values – Be a Team, Be Accountable, Be Better, engaging with community through Business Resource Groups (BRGs), volunteer employee‑led groups formed around a common interest, identity, or backgroundHow to ApplyInterested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience to https://www.ig.ca/en/careers. Please apply before December 19, 2025. #J-18808-Ljbffr
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Quebec, Canada Accelerate Her Future® Full timeA leading wealth management company in Canada seeks a Bilingual Senior Analyst for Workforce Planning to manage performance and optimize scheduling in its Enterprise Contact Centre. Candidates should possess a Bachelor’s degree, fluency in both French and English, and experience with Salesforce and AWS. This mid-senior level role offers a competitive...
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Quebec, Canada Accelerate Her Future® Full timeA leading wealth management company in Canada seeks a Bilingual Senior Analyst for Workforce Planning to manage performance and optimize scheduling in its Enterprise Contact Centre. Candidates should possess a Bachelor’s degree, fluency in both French and English, and experience with Salesforce and AWS. This mid-senior level role offers a competitive...
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Quebec, Canada IG Wealth Management Full timeA leading wealth management firm in Canada is seeking a Senior Workforce Planning Analyst to enhance operations within its Enterprise Contact Centre. The role demands excellence in managing workforce performance, optimizing schedules, and providing insights through KPI analysis. Candidates need a Bachelor’s degree in Business or Finance, 3+ years of...
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Quebec, Canada Accelerate Her Future® Full timeCareer Opportunities: Bilingual Senior Analyst Workforce Planning (13816) Division: Wealth Mgmt Ops & Contact Centres Location: Montreal or Winnipeg IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $271 billion in assets. It offers financial planning and investment services to over two million Canadians...
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Quebec, Canada Accelerate Her Future® Full timeCareer Opportunities: Bilingual Senior Analyst Workforce Planning (13816) Division: Wealth Mgmt Ops & Contact Centres Location: Montreal or Winnipeg IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $271 billion in assets. It offers financial planning and investment services to over two million Canadians...
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