Workforce Management Analyst

5 hours ago

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

We're seeking a highly skilled WFM Analyst to join our team. As a key member of our workforce management department, 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.
  • Meet our service-level targets by optimizing 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 coaching track to managers to drive performance improvement.
  • 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, or equivalent combination of education and experience.
  • 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 to generate operational improvements.
  • Excellent written and verbal communication skills, with the ability to effectively manage time and prioritize tasks.
  • Teamwork and proactive individual contribution are essential for success in this role.
What We Offer
  • A competitive salary range of $51,000 - $77,000, 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, with access to training and development programs.
  • A dynamic and inclusive work environment, with a focus on employee well-being and community impact.

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