Workforce Management Analyst

1 week ago

Vancouver, British Columbia, Canada Intact Full time
About the Role

We're seeking a highly skilled WFM Analyst to join our team, responsible for ensuring service-level objectives are met on a daily, weekly, and monthly basis.

The ideal candidate will have a strong background in workforce planning, with proficiency in Nice-WFM, Verrint, Cisco, and Avaya software. They will be able to analyze results to generate operational improvements, with a strong focus on data-driven decision making.

Key Responsibilities
  • Monitor inbound and outbound calls in real-time and adjust schedules as needed.
  • Meet service-level targets and optimize work schedules to meet growth, service quality, and financial goals.
  • Build reports to track daily operations for timely feedback and generate reports in a timely manner to ensure data integrity.
  • Analyze daily forecasts, trends, and coaching track to managers.
  • Manage schedule modifications, monitor and control the scheduling email inbox, and provide first-line support for web station users.
What We Offer

As a WFM Analyst at Intact, you'll be part of a dynamic team that values diversity, inclusion, and employee growth. We offer a comprehensive benefits package, flexible work arrangements, and opportunities for professional development.

Our company culture is built on a foundation of trust, respect, and open communication. We're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed.

Join us in shaping the future of workforce management and take your career to the next level.

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