Workforce Planning Analyst

3 weeks ago

Edmonton, Alberta, Canada Intact Financial Corporation Full time
About the Role

We're looking for a skilled WFM Analyst to join our team. As a WFM Analyst, you will be responsible for ensuring that service-level objectives are met on a daily, weekly, and monthly basis. This includes monitoring inbound and outbound calls in real-time and adjusting schedules as needed. You will also be responsible for meeting our service-level targets, monitoring service levels in real-time, and optimizing work schedules to meet our growth, service quality, and financial goals. Additionally, you will be responsible for actual results and reporting, building reports to track daily operations for timely feedback, generating reports in a timely manner, and ensuring data integrity. You will also analyze daily forecasts, analyze and adjust trends over the past weeks, analyze for coaching track to managers, manage schedule modifications, monitor and control the scheduling email inbox, manage proactive approval and denial of activities, and provide first-line support for web station users.

What You Bring to the Table

To be successful in this role, you will need a university degree or college diploma in a relevant field, such as business, math, statistics, economics, computer science, or engineering. You will also need a minimum of 1-3 years' experience in a workforce planning department, proficiency in Nice-WFM or similar workforce management scheduling systems, excellent presentation experience, and strong knowledge of Excel. You will also need strong written and verbal communication skills, effective time and priority management, and teamwork and proactive individual contribution.

What We Offer

As a permanent member of our team, you can expect a financial rewards program that recognizes your success, an industry-leading Employee Share Purchase Plan, an extensive flex pension and benefits package, flexible work arrangements, the 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, a dynamic workplace learning ecosystem, inclusive employee-led networks, inspiring leaders and colleagues, and a Community Impact program.

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