Senior Manager, Workforce Management

The Senior Manager, Workforce Management leads the end-to-end planning and optimization of Questrade's contact centre workforce, ensuring optimal staffing levels and operational efficiency across the Sales & Service organization. Reporting to the Director, Client Enablement, this leadership role manages a team of analysts while partnering with Finance, Operations, and Technology to drive data-informed decisions. The position entails overseeing critical WFM disciplines including forecasting, scheduling, intraday management, and performance reporting to consistently meet service level targets.