(WFM) Workforce Management Analyst

Overview

We’re looking for a Workforce Management Analyst to join our growing team at Intact.

What You’ll Do Here

• Ensure that service-level objectives are met on a daily, weekly and monthly basis.
• Monitor inbound and outbound calls in real time and adjust schedules as needed.
• Meet our service-level targets.
• Monitor service levels in real time.
• Optimize work schedules to meet growth, service quality and financial goals.
• Actual results and reporting
• Build reports to track daily operations for timely feedback
• Generate reports in a timely manner and ensure data integrity.
• Analyze daily forecasts (TMT, calls and transactions received), analyze and adjust trends over the past weeks.
• Analyze for coaching track to managers.
• Management of schedule modifications
• Monitor and control the scheduling email inbox.
• Manage proactive approval and denial of activities.
• First line support for web station users.

What You Bring To The Table

• University degree or college diploma (business, math, statistics, economics, computer science, engineering), or any equivalent combination of education and experience.
• 1-3 years’ experience in a workforce planning department
• Proficiency in Nice-WFM, Verrint, Cisco, Avaya or similar WFM software.
• Can analyze results to generate operational improvements.
• Strong knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing and macros.
• Strong written and verbal communication skills.
• Effective time and priority management.
• Teamwork and proactive individual contribution.
• Bilingualism (French / English) – Need to interact on a regular basis with colleagues across the country. No Canadian work experience required however must be eligible to work in Canada.

What We Offer

• A hybrid work model providing balance between working from home and in-person collaboration.
• A financial rewards program that recognizes your success
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
• An extensive flex pension and benefits package, with access to virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• An annual wellness account that promotes an active and healthy lifestyle
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• A dynamic workplace learning ecosystem with learning journeys, online content, and programs
• Inclusive employee-led networks to educate, inspire, amplify voices and develop opportunities
• Inspiring leaders and colleagues who will help you grow
• A Community Impact program aligned with your interests and contributions to the community

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

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