Workforce Management

2 weeks ago

Québec City, Canada Intact Financial Corporation Full time

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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