WFM Analyst

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

• Flexible work arrangements and a hybrid work model

• Possibility to purchase up to 5 extra days off per year

• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more

• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary range (but not limited to):

59,300 - 72,500

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

7.5%

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

Who we are ?

The Workforce Planning team is the engine that aligns capacity with demand. We develop coverage plans, recommend hiring requirements and define key indicators to guide performance and support decision-making. 

  

The role 

Join a strategic shift: the growth of our activities and the implementation of a new telephony tool reinforce the Digital Distribution team's monitoring mandate. Your mission is to secure coverage from 8 a.m. to 8 p.m. (including Saturdays), optimize performance in real time and ensure rigorous execution to deliver the best customer and partner experience. You will evolve in an environment where collaboration and innovation translate into concrete action, and where your impact is directly seen in the fluidity of operations and the satisfaction of our partners. 

  

Office: This position is available at our offices in Montreal, Laval, St-Hyacinthe and Quebec City, with a hybrid model including 2 days of face-to-face training.   

  

Work schedule (rotation): In order to meet our operational needs, the position rotates through three time slots: 8am to 4pm, 9am to 5pm and 12pm to 8pm. The rotation will include: 

• 1 Saturday out of 3 worked 
• 1 evening week out of 3 (12pm to 8pm) 

  

What you'll accomplish with us : 

• Ensure that operations run smoothly, and that our service level targets are met, thereby consolidating our image with our partners. 
• Lead the transformation of schedules into real time, enabling the team to maximize performance and shine through efficiency. 
• Raise our standards by devising innovative strategies to anticipate needs and optimize customer satisfaction. 
• Contribute to a culture of collaboration, generating analysis to promote operational improvement. 
• Analyze daily predictions (TMT, calls and transactions received), analyze and adjust trends over the last few weeks. 
• Protect and maintain operational harmony by acting as the first point of contact, providing clear and efficient support to users. 

  

What you'll get out of it: 

• University degree or college diploma (business, mathematics, statistics, economics, computer science, engineering) or any equivalent combination of training and experience. 
• At least three years' experience in a workforce planning department. 
• Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (an asset). 
• A passion and vision for innovation and leadership, reinforced by your background in business, mathematics or economics. 
• Solid planning experience that demonstrates your ability to be a pillar of the team. 
• Mastery of technical tools to fuel growth and proactivity. 
• Persuasive communication and time management skills to thrive in a collaborative environment. 
• No Canadian work experience required, but must have authorization to work in Canada.

  

#LI-Hybrid 

Il s'agit d'un nouveau rôle au sein de notre équipe en pleine croissance | This role is a new member of our growing team.

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 unique 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.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

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