Workforce Optimization Analyst (Intraday Support) - Fall 2026 Co-op/Intern

Workforce Optimization Analyst (Intraday Support) - Fall 2026 Co-op/Intern Waterloo, ONT, Canada and 1 more Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.
We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

YOUR NEXT CO-OP PLACEMENT

Work term: Fall 2026

Work term length: 8 months

From classroom to co-op to career, every step of your journey has an impact on your future. That’s why it makes sense to choose a co-op placement with a company that offers truly rewarding work and real-life experience. At Definity®, your contributions, creativity, and energy will be put to good use, and you’ll get to be involved with initiatives that support our strategic goals and use your skills in a supportive team environment.

If you’re looking for a company that takes care of its people — full time, part time, and co-ops alike — and has a track record of doing big things, get ready to love it here.

About the Role

As a Workforce Optimization Co-op Analyst, you will play a key role in supporting the smooth and efficient operation of our contact centers. Working closely with our Intraday Analysts, you will gain hands-on experience in a fast-paced environment, learning the fundamentals of workforce management. Your primary focus will be on monitoring real-time service levels, managing daily staff schedules, and providing crucial support to ensure our teams are in the right place at the right time to meet customer demand. This is an excellent opportunity to develop analytical skills and contribute directly to our customer service success.

What you’ll be doing

Real-Time Monitoring Support:

• Assist Intraday Analysts in monitoring key contact center metrics in real-time, such as call volumes and queue lengths, to identify emerging trends.
• Help execute contingency plans during unexpected volume spikes or staffing shortages.
• Learn to use workforce management tools to track and report on service level performance.
• Schedule and Exception Management:
• Manage and document intraday exceptions, including unplanned absences, late arrivals, and other schedule deviations.
• Support the coordination and communication of real-time schedule adjustments with team leaders and agents.
• Assist in processing and communicating decisions on overtime and time-off requests to help meet service level agreements (SLAs).
  

Reporting and Administrative Support:

• Help prepare and maintain reports using tools like Excel to track daily performance and scheduling adherence.
• Provide administrative support to the Workforce Optimization team as needed.
• Participate in team meetings and contribute to initiatives aimed at improving scheduling processes and efficiency.
  

What You'll Learn (Learning Objectives):

• Gain a comprehensive understanding of contact center operations and the core principles of workforce management.
• Develop strong analytical and decision-making skills by observing and assisting with real-time operational challenges.
• Become proficient in using industry-standard workforce management software and tools like Excel for data analysis and reporting.
• Enhance your communication and collaboration skills by working with various stakeholders across the operations team.

Ideal Candidate Profile & Qualifications:

• Currently enrolled in a post-secondary program, preferably in Business Administration, Operations Management, or a related field.
• Strong interest in data, analytics, and problem-solving.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational and time-management abilities.
• Proficient in Microsoft Office, especially Excel.
• A proactive and enthusiastic learner with a positive, team-oriented attitude.
• Ability to handle sensitive information with confidentiality.

Go ahead and expect a lot — you deserve it:

Did you know?

• We care about our co-ops: Definity’s co-op students are considered the best pipeline of talent for our full-time, permanent positions.
• We care about students: Definity distributes $85,000 in scholarships to students across Canada each year.
• We care about our community: Definity donates more than $1 million every year to causes that drive true change in the neighbourhoods in which we live and work.

What can Definity offer you?

• Meaningful work forwarding our purpose of building a better world by helping our clients and communities adapt and thrive in their hardest times of need.
• Culture of accountability, empowerment, and collaboration.
• Opportunities to support personal and professional growth through real-life experience and unique learning opportunities. Our Leadership Essentials program builds knowledge and skills to Team Leaders to Directors
• Opportunity to join our employee groups - focused on women's empowerment, LGBTQ+, anti-racism and cultural equity, and environmental activism
• Determined to create positive change for our environment, our people, and our communities, now and in the future. Check our !

This position is being posted to fill an existing vacancy.

The hourly compensation for the role starts at $22.50 per hour and will increase based on factors including but not limited to, skills, education, experience, and the recommended rates as set by the respective educational institution.

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting accessibility@economical.com.

Background checks

This role requires successful clearance of a background check (including criminal checks and leadership references).