Workforce Management Analyst
1 day ago
Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.
Feel empowered to learn and grow while being valued for who you are
- here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
Read on to see how you can shape the future, win as a team, and grow with us.
**About the role**
We’re looking for a WFM Analyst to join our growing team
**What you’ll do here**:
- Ensure service level objectives are met on a daily, weekly and monthly basis.
- Observe incoming and outgoing calls in real time and adjust schedules as needed.
- Meet our service level targets.
- Monitor service level in real time.
- Optimize work schedules to achieve our growth, quality of service and financial objectives.
- Generate reports on time and ensure data integrity.
- Help managers speak to reporting for optimal staff and business performance
- Help create Training and presentations for staff and managers
- Analyze daily predictions (TMT, calls and transactions received), analyze and adjust trends in recent weeks.
- Analyze coaching avenues for managers.
- Manage schedule changes.
- Manage proactive approval and rejection of activities.
- Front-line support for web station users
**What you bring to the table**:
- University or college degree (business, mathematics, statistics, economics, computer science, engineering) or equivalent combination of education and experience.
- One to three years of experience in a workforce planning department (asset).
- Knowledge of Nice-WFM and Avaya software (asset).
- Ability to analyze results in order to generate operational improvements.
- In-depth knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing, and macros.
- Strong written and verbal communication skills.
- Effective management of time and priorities.
- Teamwork and proactive individual contribution.
- No Canadian work experience required however must be eligible to work in Canada
**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 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, 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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