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.

About the role

Analyses trends through monitoring and analyzing phone results inbound traffic, volume, call patterns, productivity, resources allocation. Build staffing and scheduling plan based on inbound call traffics. Support to management team and provides analytical support for special projects. Communicates and works with staff members. May have to collaborate with other departments.

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

• 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.

• No Canadian work experience required but must have authorization to work in Canada.

#LI-Hybrid

What we offer
 

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

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, 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.

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