Coordinator, Operations

2 weeks ago


Anjou, Quebec, Canada Intact Full time

From coast-to-coast, our inspiring colleagues are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times.

With our team, you'll bring this purpose to life every day by living our Values, being open to change, and pursuing your goals.


In return, we'll give you countless opportunities to learn and grow, alongside a diverse and passionate community of experts - the best the industry has to offer.

You'll be empowered to be your best self, do your best work, and make a meaningful impact. Here, you can help shape the future of insurance, win as a team, and grow with us.

About the role
We're looking for a Coordinator, Operations, to join our growing team

What you'll do here:

  • Listen to live and deferred calls in order to calibrate calls and coach agents on an ad hoc basis.
  • Hold coaching meetings on call quality and integrity on a monthly basis with all agents.
  • Ensure the continuous improvement of customer service by targeting the needs of agents and being responsible for the implementation of action plans to achieve the performance objectives of the team.
  • Coordinate daily operations and participate in various projects in support of the unit director.
  • Generate various performance reports.
  • Manage the technical administration of our platforms while maintaining direct contact with our service provider.
  • Actively participate in the recruitment of new agents as well as the planning of their training and integration.
  • Design and deliver refresher training to agents.
  • Plan, coordinate and optimize the schedules of our employees according to the needs of the team.
  • Identify the actions needed in real time to optimize team performance.
  • Ensure effective communication with the various provinces and departments in order to achieve the level of service established by the company.
  • Identify the actions required in real time to optimize the performance of technological tools and keep track of problems encountered.

What you bring to the table:

-
[Education Required]:

-
[Years of experience]:

  • Good knowledge of Excel, Word
-
[Bilingual (French and English)]:

  • Knowledge of database management (an asset)
  • Can multitask and be organized
  • Be customeroriented
  • Demonstrate autonomy and flexibility
  • Demonstrate thoroughness and attention to detail
  • Teamoriented and strong commitment
  • Can make quality decisions at the right time
  • Excellent learning skills and adaptation to change
  • Can manage stress well

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 employeeled 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.
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