WFM Analyst

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are– here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.

Our hybrid work model preserves the balance between working from home and enjoying meaningful in-person interaction. The needs for every role are different but on average, you will be together with your colleagues at least once per week, with our leadership team in office three to four days weekly to be present for their teams.

Read on to see how you can shape the future, win as a team, and grow with us.

About the role

We’re looking for a WFM Analyst to join our growing team!

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 our 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 (asset)
• Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (asset).
• 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.

What we offer

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• 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 complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

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.

Click here to review other important information about the hiring process, including background checks, internal candidates, and eligibility to work in Canada.

If you are an employee of Intact, belairdirect, or Johnson Insurance, please apply for this role on Contact People.