Workforce Management Analyst

8 hours ago

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

We are seeking a highly skilled WFM Analyst to join our team at Intact. As a key member of our workforce management team, you will be responsible for ensuring that service-level objectives are met on a daily, weekly, and monthly basis.

Key Responsibilities
  • Monitor inbound and outbound calls in real-time and adjust schedules as needed to meet service-level targets.
  • Optimize work schedules to meet our 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 results to identify areas for improvement and provide coaching to managers.
  • Manage schedule modifications, monitor and control the scheduling email inbox, and provide first-line support for web station users.
Requirements
  • University degree or college diploma in a relevant field, such as business, math, statistics, economics, computer science, or engineering.
  • 1-3 years of experience in a workforce planning department, with proficiency in Nice-WFM, Verrint, Cisco, and Avaya software.
  • Strong analytical and problem-solving skills, with the ability to analyze results and generate operational improvements.
  • Excellent written and verbal communication skills, with the ability to work effectively in a team environment.
  • Strong knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing, and macros.
What We Offer
  • A competitive salary range of $51,000 to $77,400, depending on experience and qualifications.
  • A comprehensive benefits package, including a financial rewards program, employee share purchase plan, and flexible work arrangements.
  • Opportunities for professional growth and development, including training and education programs.
  • A dynamic and inclusive work environment, with a focus on diversity, equity, and inclusion.

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