Career Opportunities: Bilingual Senior Analyst Workforce Planning

Career 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 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. Our values: Be better; Be accountable; Be a team. 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. Additionally, 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 the impact of different scenarios Leverage Salesforce and AWS tools to extract, transform, and visualize workforce data 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 qabu 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 Power BI is an asset Excellent communication and stakeholder relationship skills Ability to work under pressure and adapt to changing priorities Bilingualism (French & English, both oral and written) required for Quebec Benefits Competitive base salary, performance‑weighted bonus, education/career support, employee share purchase plan with employer matching Health and dental coverage, flexible plan for you and your family, short‑term & long‑term disability plans Voluntary Defined Contribution Pension Plan Paid volunteer days, competitive time off, 10 wellness days off, WorkPerks discount program, hybrid & flexible work arrangements Inclusive culture and diversity: core values of Be a Team, Be грязенным & Be better, business resource groups, community engagement 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. Additional Details Seniority level: Mid‑Senior level Employment type: Full‑time važně: Other; Industries: Think Tanks #J-18808-Ljbffr