Workforce Management
7 days ago
About the roleAs a Workforce Management Analyst, you will play a key role in the daily operations of our contact centers. You will be responsible for monitoring, analyzing, and adjusting activities in real-time to ensure compliance with service levels, performance agreements, and customer satisfaction.What you'll do here:Monitor queues, key performance indicators (KPIs), and service levels in real-time.Suggest and implement immediate operational adjustments.Actively communicate with internal and external partners to optimize resource allocation.Identify planning discrepancies and address anomalies.Support teams in case of disruptions (outages, unexpected influx, widespread absences, etc.).Maintain dashboards, produce reports, and document interventions.Collaborate with planning analysts to optimize monitoring practices.What you bring to the table:Degree in administration, mathematics, operations management, or a related field (asset).Minimum of 1 to 3 years of experience in a contact center or operations management role.Knowledge of contact center environments.Proficiency in real-time management tools.Good understanding of operational performance indicators (ASA, AHT, adherence rate, occupancy rate).Proficiency in Excel and reporting tools (Power Query, Power BI, etc.)Experience in real-time, planning, or logistics (strong asset).Excellent analytical and quick decision-making skills.Strong organizational skills and priority management.Clear and professional communication.Team spirit, proactive and solution-oriented attitude.Thoroughness, reliability, and attention to detail.Bilingualism (French/English) - Required to interact regularly with colleagues across the country.No work experience in Canada required, but must have authorization to work in Canada.#LI-HybridWhat we offer Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.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 opportunitiesInspiring 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.
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Workforce Management Specialist
6 days ago
Laval, Pays de la Loire, Canada Intact FC Full time $87,200 - $106,600Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.Our employee promise represents Intact's commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to...
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Workforce Management Analyst
3 weeks ago
Laval, Canada Intact Financial Corporation Full timeOur employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to...
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(WFM) Workforce Management Analyst
3 weeks ago
Laval, Canada Intact Full timeWorkforce Management Analyst (WFM) Join Intact as a Workforce Management Analyst. Be among the first 25 applicants. Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our...
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Workforce Management
3 weeks ago
Laval, Canada Queer Tech Full timeWorkforce Management (WFM) Analyst page is loaded## Workforce Management (WFM) Analystlocations: Laval, Quebec, CAN: Québec, Quebec, CAN: Montréal, Quebec, CAN: St-Hyacinthe, Quebec, CANtime type: Full timeposted on: Posted 2 Days Agojob requisition id: R150106*Our employees are at the heart of everything we do. Together, we help people,...
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Workforce Management Specialist
3 days ago
Laval (administrative region), Canada Queer Tech Full timeWorkforce Management Specialist page is loaded## Workforce Management Specialistlocations: Laval, Quebec, CAN: Toronto, Ontario, CAN: Montréal, Quebec, CAN: Dartmouth, Nova Scotia, CAN: Edmonton, Alberta, CANtime type: Full timeposted on: Posted Todayjob requisition id: R150893*Our employees are at the heart of everything we do. Together, we...
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Workforce Management Specialist
3 days ago
Laval (administrative region), Canada Intact Financial Corporation Full timeOur employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to...
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Workforce Management
3 weeks ago
Laval, Canada Intact Full timeJoin to apply for the Workforce Management (WFM) Analyst role at Intact. 4 days ago: Be among the first 25 applicants. Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living...
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Sales Centre
14 hours ago
Laval, Canada Sunwing Vacations Group Full time**About Us**: **The Opportunity**: Under Sunwing Vacations, we are looking for a Workforce Analyst to join us in making vacation dreams come true. The Workforce Analyst interprets, analyses, and makes recommendation that improve the overall operations to reduce overhead and improve customer satisfaction and experience. The analyst reviews daily staffing...
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(WFM) Workforce Management Analyst
3 weeks ago
Laval, Canada Intact Financial Corporation Full timeOur employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to...
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(WFM) Workforce Management Analyst
2 weeks ago
Laval, Canada Intact Financial Corporation Full timeOur employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to...
