Insurance litigation Associate handling civil disputes, coverage files, court appearances, and trials at Clyde & Co, a global law firm. Developing client strategies and relationships.
About the role
- Senior Associate managing schedules and coverage for Wealthsimple’s financial-services client support teams. Balancing service levels, staffing costs, and employee experience across phone, chat, and email.
Responsibilities
- Own scheduling for a portfolio of Client Experience Operations domain teams across phone, chat and email
- Build, publish and maintain schedules, including rotations, weekend and extended-hours coverage, shift bids, and multi-skill channel splits
- Plan for and respond to shrinkage, including PTO, training, meetings, coaching and leaves
- Set PTO availability, place offline time, and flag coverage risks
- Process schedule-change requests so schedules remain the source of truth for adherence, performance conversations and payroll
- Represent WFM on hours-of-operation changes, new channel launches, tooling changes and organizational changes
- Translate operational plans into staffing impacts and explain trade-offs
- Partner with HR and People Ops, Enablement, domain leaders and Systems
- Track schedule effectiveness, adherence, conformance, shrinkage and coverage against need
- Analyze data and recommend next steps
- Identify manual scheduling work and help automate it using tools such as Playvox and Claude
Requirements
- 3+ years of hands-on workforce management experience in a contact centre or support environment, with direct ownership of scheduling
- Experience building and maintaining schedules for 100+ agents across multiple skills or channels, including rotations and weekend or extended-hours coverage
- Working command of forecasting inputs, capacity planning, shrinkage, Erlang-based staffing, service level, occupancy, adherence and conformance
- Fluency with a WFM platform such as Playvox, NICE IEX, Verint, or Assembled, and related CRM/Telephony tools
- Ability to weigh coverage, cost, fairness and teammates' experience, make decisions with incomplete information, and escalate when needed
- Ability to explain staffing decisions to team leads, people partners, and senior leaders
- Ownership and follow-through; schedules must be accurate
- Frequent use of, or strong curiosity about, AI and automation tools
- Legally eligible to work in Canada
- Nice to have: Playvox, Zendesk, Five9, SQL, Preset, Looker, financial services or regulated-environment experience, and BPO/outsourced-partner scheduling experience
Benefits
- Top-tier health benefits and life insurance
- Long-term group savings with employer match, through Wealthsimple for Business
- 20 vacation days
- 4 wellness days
- Unlimited sick and mental health days per year*
- Work outside Canada for up to 90 days per year*
- Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS
- Permanent employees receive equity compensation
- AI Notetaker interview recording opt-out without impact on candidacy
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