Workforce Management Specialist

Hi, we’re HUB!

We are a leading North American insurance brokerage that advises businesses and individuals on how to reach their goals. When you partner with us, you’re at the center of a vast network of risk, insurance, employee benefits, retirement and wealth management specialists that bring clarity to a changing world with tailored solutions and unrelenting advocacy – so you’re ready for tomorrow.

The Opportunity!

Reporting to the VP of Operational Enablement and partnering with Operations Support and Retail Leadership, the Workforce Management Specialist is instrumental in the deployment and ongoing support of contact center technology, processes, and analytics. This role ensures the leadership team is equipped with robust reporting, accurate forecasting, optimized scheduling, real-time monitoring, and the broader operational capabilities required to drive performance and informed decision-making.

A day in the life –

Workforce Planning & Scheduling

• Build and maintain short- and long-term agent schedules aligned to forecasted workload, service level goals, and compensation budgets

• Proactively adjust schedules in response to volume trends, vacation requests, and real-time operational needs

• Perform what-if scenario analysis to model the impact of staffing changes, workload shifts, and service level trade-offs

Forecasting & Analytics

• Forecast call volumes and staffing requirements using historical trends, business inputs, and seasonal patterns

• Deliver daily, weekly, and monthly performance reporting including SLA, AHT, abandonment, occupancy, and agent-level stats

• Analyze performance variances, surface trends, and translate data into clear, actionable recommendations for leadership

Real-Time Management

• Monitor live queue performance, interval metrics, and service level thresholds throughout the day — identifying and acting on emerging issues before they escalate

• Execute intraday staffing adjustments including break management, overtime, and voluntary time off to keep staffing aligned with real-time demand

• Communicate intraday variances and recommended responses to operations leadership in a timely and clear manner

Technology & Systems Administration

• Serve as SME and administrator for the contact center platform — managing IVR configuration, call flows, queue priorities, skills, and holiday programming. NICE CXone experience is a strong asset

• Troubleshoot contact center system issues and liaise with Corporate IT to resolve technology gaps

• Identify and champion opportunities to leverage automation, integrations, and new platform capabilities to improve operational efficiency

• Onboard and train new managers and agents on contact center tools and reporting

SLA Framework Development

• Partner with regional retail leadership to define service level standards, KPIs, and performance targets for the contact center

• Build the measurement and reporting infrastructure required to track, report, and drive accountability against agreed SLA targets

• Continuously refine standards as the operation matures, using data-driven insights to evolve targets and benchmarks

Leadership Support & Project Delivery

• Provide operational project support for strategic initiatives, ensuring timely execution and clear communication to stakeholders

• Recommend and build the business case for new features, processes, or technology enhancements

• Participate in Disaster Recovery Planning (DRP) activities and execution

• Maintain master agent and backup listings and ensure data integrity across all WFM systems

How We Measure Success

Your impact will be visible and meaningful. Key measures for this role include:

• SLA framework development — establish service level standards in partnership with regional retail partners, build the measurement infrastructure, and drive consistent delivery against agreed targets

• Forecast accuracy — call volume predictions vs. actuals, driving optimal staffing alignment

• Reporting cadence — timely, accurate management metrics delivered on schedule

• Project execution — successful delivery of championed initiatives on time and on scope

• Client experience — delivering a premium omni-channel experience that consistently meets or exceeds service level expectations

• Operational scalability — building future-ready processes and infrastructure capable of supporting significant growth

• Data-driven improvement — leveraging analytics as a core driver of continuous improvement across the contact center

What you will bring to our team –

• 7+ years of hands-on Workforce Management experience spanning the full WFM lifecycle: Forecasting, Capacity Planning, Scheduling, and Real-Time Management

• Demonstrated experience standing up or significantly maturing a WFM function — not just operating within an established one

• Deep familiarity with WFM and contact center platforms — NICE CXone experience is a strong asset

• Advanced analytical skills with demonstrated ability to interpret data, build models, and present insights clearly to both technical and non-technical audiences

• Proficiency in Excel and/or other analytics tools (Power BI experience is a plus)

• Strong understanding of contact center KPIs including service levels, AHT, FCR, CSAT, and occupancy rates

• Excellent communication and relationship skills — comfortable working across all levels, from front-line agents to senior leadership

• A self-starter mindset with the ability to manage multiple priorities independently in a fast-paced environment

• Experience in the insurance industry or a regulated service environment is an asset

Salary Expectations –

The expected salary range for this position is $70,000 to $90,000 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope, and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses, and commissions for some positions.

Why Join HUB?

• Do you enjoy making friends? We love making friends; join our team of amazing people who all get along and thrive together!

• We work hard and play hard! Get ready for our Staff Holiday Parties!!

• Paid day off for your birthday – we want to celebrate you!

• Paid half a day off for volunteering in your community - HUB is a company that gives back and is active in our communities

• Room to grow within the organization

• Lots of company perks, benefits, RRSP matching and great compensation

Your future with HUB –

Choose a career with HUB International and take the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction. By joining HUB you will become part of a rapidly growing company that offers significant opportunity for advancement.

At HUB, we value education and continuous learning, and we will assist you along your career development path. We provide HUB Ready training for new employees, as well as financial support for licensing, industry designations, management & leadership development, and other related courses, designations or programs.

What makes us different than all the rest?

Our Vision: To be everywhere risk exists – today and tomorrow. Helping protect what matters most.

Our Mission: To protect and support the aspirations of individuals, families and businesses. To empower our employees to learn, grow and make a difference in their communities.

Our Core Values:

• Entrepreneurship: We encourage innovation and educated risk-taking.

• Integrity: We do the right thing every time.

• Teamwork: We work together to maximize results.

• Accountability: We measure and take responsibility for outcomes.

• Service: We serve clients, communities and colleagues.

The employment offer is contingent upon completion of a successful background check.

HUB is a company where your contributions will make a difference. We invite you to learn more about our team at www.hubinternational.com. If you require any accommodations during the hiring process, please reach out to to request this. Only candidates selected for an interview will be contacted.

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Department Business OperationsRequired Experience: 7-10 years of relevant experienceRequired Travel: No Travel Required

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