Wfm Analyst

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 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
- 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 (asset)
- Proficiency in e-WFM, Verint, Cisco and Avaya software (asset).
- 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.
- ** Bilingual (French and English)**:
**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 temporary member of our team:

- Inspiring leaders and colleagues who will lift you up and help you grow
- 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.
- 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.