Senior Analyst Workforce Planning

Responsibilities• Oversee intraday workforce management across enterprise contact centre teams • Monitor real-time adherence, service levels, and staffing variances • Execute and refine scheduling strategies to meet dynamic business needs • Analyze performance metrics (AHT, occupancy, etc.) and correlations to provide insights and recommend efficiency improvements • Design and maintain interactive dashboards and reports using Power BI • Develop “what-if” models to assess impact of different scenarios • Leverage Salesforce and AWS tools to extract, transform, and visualize workforce data • Develop and maintain dashboards and reports using Salesforce and AWS tools • Identify trends and recommend process improvements to enhance workforce agility Qualifications • Bachelor’s degree in Business, Finance, or related field • 3+ years of experience in workforce planning or contact centre operations • Strong understanding of WFM tools and intraday management practices • Proficiency in Salesforce and AWS (e.g., data querying, dashboarding, reporting) • Advanced Excel skills; experience with PowerBI is an asset • Excellent communication and stakeholder relationship skills • Ability to work under pressure and adapt to changing priorities As this position is posted in Montréal, Toronto and Winnipeg, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English. Benefits: COMPETITIVE COMPENSATION & RECOGNITION: competitive base salary, performance-weighted bonus, education/career support, option to join Employee Share Purchase Plan with employer matching component.  EMPLOYEE BENEFITS & INSURANCE: competitive health and dental coverage, flexible plan for you and your family and short-term & long-term disability plans. RETIREMENT SAVINGS PROGRAMS: voluntary Defined Contribution Pension Plan  WORK LIFE BALANCE: paid volunteer days, competitive time off, including 10 wellness days off, WorkPerks discount program, hybrid & flex work arrangements.  INCLUSIVE CULTURE AND DIVERSITY: living our core values: Be a Team, Be Accountable, Be Better, engaging with community through Business Resource Groups (BRG communities are volunteer employee-led groups formed around a common interest, identity, or background). The expected annual base salary range for this role is $56 000 - $80 000, which is determined based on skills, knowledge and experience and geographic location. In addition to base salary, this role is eligible for annual short-term incentive, health and well-being benefits, retirement and savings plan, paid time off and career development. IGM is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.  IG is an accessible employer committed to providing a barrier- free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs. How to Apply: Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience to https://www.ig.ca/en/careers We thank all applicants for their interest in IG Wealth Management; however, only those candidates selected for an interview will be contacted.