Neofinancial

Analyst, Workforce Management

Winnipeg, MB

Sponsorship not specifiedDetected 14 days ago

Customer SuccessIntercomLeadershipCommunicationAdaptability

About the role

Identify and flag agent behaviour deviations (e.g., excessive ACW, misuse of statuses, low concurrency) and escalate to Managers and Member Product Specialists (MPS) to ensure schedule adherence and high occupancy.
Collaboratively work with Scheduling, Tier 2/3, and Leadership teams to resolve unplanned deviations such as sudden volume spikes or absenteeism, continuously updating and executing the intraday plan based on demand trends.
Communicate operational changes, system alerts, and emerging SLA-impacting risks clearly and with appropriate urgency through defined escalation channels.

10K+ retail partners
Monitor queue and agent performance in real time across voice, chat, and asynchronous channels to achieve and maintain intraday service level targets.
The Workforce Management (WFM) Analyst will help drive forward the long-term success of our business by serving as the frontline defender of our Service Level Agreements (SLAs).
Our commitment to customer success drives everything we do, from building world-class products to providing exceptional support at every step of their journey.
We trust, respect, and support each other.
to build a more rewarding financial future for all Canadians.
As individuals and as a team, we constantly challenge ourselves and each other to raise the bar and deliver exceptional experiences for our customers.
We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices, where ideas move quickly and teams build momentum together.
These tools support our recruitment team; however, all final hiring decisions are made by humans and are not based exclusively on automated processing.

You bring proven experience with Workforce Management systems, scheduling tools, or real-time contact center monitoring platforms.
You have strong expertise with spreadsheets, tracking key metrics, and creating accurate, data-backed ad-hoc reports and daily summaries.
You possess strong abstract and pattern-recognition skills, with the ability to instantly spot recurring trends in agent behavior, routing logic, or SLA slippage.
You are a confident, high-ownership decision-maker who can take quick action in a fast-paced environment without needing constant leadership validation.
You bring strong verbal and written communication skills, attention to detail, grit, perseverance, organization, and a clear ability to articulate root causes and complex risks to cross-functional teams.
You are a structured and logical thinker, capable of taking a complex operational problem, breaking it down into its component parts, and reasoning through to a real-time solution.
Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.

For select roles, equity participation reinforces that mindset by giving employees a direct stake in the company's long-term success.

We're looking for someone who loves to actively monitor and manage intraday contact center performance, ensuring staffing alignment with real-time forecasted demand and driving immediate responses to service-level threats!
You will ensure we are set up to have the right people, in the right place, at the right times so we continue to deliver exceptional, highly efficient support for our customers!
We hold ourselves to high standards because we're on a mission that matters: to build a more rewarding financial future for all Canadians.
As we continue to scale and evolve, we're looking for builders, innovators, and problem solvers who thrive on challenge-people who would rather blaze a trail through uncertainty than follow a well-paved path.
At Neo, ownership is part of how we think and operate.
We are hiring for an open, vacant position.

equal opportunity and are committed to creating an inclusive climate where everyone can thrive.

This listing is sourced directly from Neofinancial's careers page and normalized into a canonical job model.