Join us to build a more rewarding financial future for all Canadians At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly scaling tech startup isn’t for everyone. It’s complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada. * #1 on Deloitte’s Technology Fast 50 for 2023, 2024, and 2025 — the first company ever to achieve a three-peat at the top! * #1 Fastest Growing Company in Canada for 2024 by Globe & Mail * Top-ranked mobile apps and credit cards * Team of 500+ people * 1M+ customers * 10K+ retail partners The Role: The Role 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). 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 are adaptable to the ever-changing needs of our rapidly growing team, willing to jump in wherever needed to optimize the utilization of our available workforce. You’re an apt multitasker and can confidently engage with Team Leaders, Managers, and Senior Leadership. 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! What will you be doing day to day? * Monitor queue and agent performance in real time across voice, chat, and asynchronous channels to achieve and maintain intraday service level targets. * 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. * Dynamically adjust agent routing, skill assignments, and break coverage as needed to protect live SLAs and optimize workforce utilization. * 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. * Meticulously track, document, and maintain accurate reporting logs of all intraday actions and system adjustments using tools like Playvox, Intercom, or custom dashboards. * Communicate operational changes, system alerts, and emerging SLA-impacting risks clearly and with appropriate urgency through defined escalation channels. * Work with our leadership and technical enablement teams to troubleshoot real-time tool issues, optimize routing systems, and improve overarching workforce processes. Who we’re looking for: * 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. WORKING AT NEO: The people who thrive at Neo are resourceful, growth-oriented, and driven to win. 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 individuals and as a team, we constantly challenge ourselves and each other to raise the bar and deliver exceptional experiences for our customers. Our commitment to customer success drives everything we do, from building world-class products to providing exceptional support at every step of their journey. If this resonates with you, keep reading. We trust, respect, and support each other. This means honest conversations, constructive input, and empowering each other to move fast and think big. You’ll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices, where ideas move quickly and teams build momentum together. 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. For select roles, equity participation reinforces that mindset by giving employees a direct stake in the company’s long-term success. Regardless of role, every team member is expected to think like an owner and make decisions that move the business forward. APPLY WITH US: We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. 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. By continuing with your application, you agree to the Candidate Privacy Notice, which guides how we process your personal information for the purpose of your application. Neo Financial leverages artificial intelligence (AI) to reinforce our candidate evaluation process, including the initial assessment of applications and screening of candidates. These tools support our recruitment team; however, all final hiring decisions are made by humans and are not based exclusively on automated processing. If you require further information regarding our data processing practices, please contact us. We are hiring for an open, vacant position.