Senior Analyst Workforce Planning

Division: Wealth Mgmt Ops & Contact Centres
Location: Montreal, Toronto 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 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.

With a vision to inspire financial confidence, IG Wealth Management is recognized as one of Manitoba's Top Employers, Canada's Top 100 Employers, and Best Diversity Employers, aiming to innovate the industry and support Canadians in achieving their financial goals.

Join our team to engage in continuous learning and skill development in a supportive environment. Experience the best of both worlds with our hybrid work environment, where you spend three days a week in the office, connecting, collaborating, and enjoying quality time with your amazing colleagues Our Values: Be better; we strive for improvement in everything we do. Be accountable; we foster clarity and are empowered to act responsibly. Be a team; we are united to drive collective impact to achieve our goals.

About The Role
We'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. In addition, you'll 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 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 $ $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

We thank all applicants for their interest in IG Wealth Management; however, only those candidates selected for an interview will be contacted.

Please apply before
December 19, 2025.