WFM Senior Analyst, Long Term Forecasting

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):

69,200 - 84,600

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

About the role

We’re looking for a Senior WFM Analyst, Long-Term Forecasting (Claims) to join our team!

This role is for an experienced WFM professional who can convert operational signals into a clear, decision-focused view of the future. You will be assigned a specific region or department to support and will act as their workforce planning consultant. You will work closely with leaders and executives, so comfort presenting, advising, and influencing is essential. Success in this role requires strong collaboration across teams such as CDAT, Finance, Operations, and Training to align inputs, strengthen forecast quality, and support actionable planning.

 

What you’ll do here:

• Produce mid-term and long-term workload forecasts and capacity outlooks for your assigned region or department across monthly, quarterly, and annual horizons.
• Maintain and evolve WFM planner assumptions and inputs, recommending KPI adjustments and strategies based on trend shifts, seasonality, and business changes.
• Identify emerging risks and opportunities early, quantifying impacts to service outcomes and productivity.
• Build scenario and sensitivity analyses that make trade-offs clear, including staffing changes, shrinkage movement, workload mix, learning curves, and process impacts.
• Lead monthly forecast consultations with leaders and partners, delivering clear updates on drivers, outlook, recommendations, and task ownerships.
• Create structured planning and performance materials that are tailored to different stakeholder needs, from operational teams to senior leadership.
• Partner with operations and data teams to improve inputs, strengthen data quality, and evolve forecasting methods and measurement.
• Leverage emerging tools, including AI-enabled analysis, to accelerate insight generation, improve forecasting workflows, and enhance how results are communicated while maintaining strong judgment and data integrity.
• Document forecasting methodology, assumptions, and learnings to strengthen repeatability and continuous improvement.
• Exhibit excellence, work towards forecasting accuracy, and log decisions to ensure order and recommend to the business in the best knowledge we have.
• Coach junior team members and contribute to broader WFM projects as assigned.

 

What you bring to the table:

• Bachelor’s degree in a quantitative field (Mathematics, Statistics, Economics, Engineering, Computer Science, Business) or an equivalent combination of education and experience.
• 5-7+ years of relevant WFM forecasting and workforce planning experience in a contact centre and/or work-item environment; Claims experience is an asset.
• Strong forecasting fundamentals including trend and seasonality analysis, assumption management, scenario planning, and translating demand into capacity requirements.
• Strong consultative communication skills and executive presence, comfortable presenting monthly and influencing through clear assumptions and trade-offs.
• Advanced Excel skills; familiarity with WFM platforms such as NICE is considered an asset.
• Comfort using AI tools responsibly to support analysis, automate routine tasks, and strengthen storytelling and decision support.
• Assets: SQL, Snowflake, Power Query, and Power BI experience for working with large datasets, building repeatable transformations, and enabling scalable reporting.
• Strong stakeholder management skills with demonstrated ability to collaborate effectively across analytics, finance, operations, recruitment, and training partners.
• Strong organization and prioritization skills, with the ability to manage competing priorities in a fast-paced environment.
• A collaborative mindset that is compassionate, respectful, and committed to a safe and supportive workplace culture.
• For candidates located in Quebec, bilingualism (French and English) is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
• No Canadian work experience required however must be eligible 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.