Workforce Management Analyst

From coast-to-coast, our inspiring colleagues are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. With our team, you’ll bring this purpose to life every day by living our Values, being open to change, and pursuing your goals.

At belairdirect, we’ll give you countless opportunities to learn and grow, alongside a diverse and passionate community of experts - the best the industry has to offer. You’ll be empowered to be your best self, do your best work, and make a meaningful impact. Here, you can: shape the future of insurance, win as a team, and grow with us.
- About the roleWe’re looking for a **_Workforce Management Analyst_** to join our growing team

The Operational Performance team acts as a catalyst for change and a partner in success. Dedicated to the research and implementation of innovative solutions, we contribute with our expertise to the development of teams and the optimization of our ways of doing things in order to achieve our ambitions.

**Workplace**: Anjou (7101, Jean-Talon E) or Quebec (5700, des Galeries Blvd).

**What you’ll do here**:
**Ensure that service level objectives are met on a daily, weekly and monthly basis**:

- Monitor inbound and outbound calls in real time and adjust schedules as needed.
- Meet our service level targets.
- Monitor service level in real time via e-WFM.
- Optimize work schedules to meet our growth, service quality and financial goals.

**Actual results and reporting**:

- Build reports to track daily operations for timely feedback.
- Generate reports in a timely manner and ensure data integrity.
- Analyze daily forecasts (TMT, calls and transactions received), analyze and adjust trends over the past weeks.
- Analyze for coaching track to managers (schedule adherence, % of free steps, etc).

**Management of schedule modifications**:

- Manage proactive approval and denial of activities (validate use of correct codes in e-WFM).
- Manage schedule changes.
- Add, remove and modify skills, preferences and manage subscriber assignments.
- First line support for web station users.
- Qualifications**What you bring to the table**:

- University degree or college diploma (business, math, statistics, economics, computer science, engineering) or equivalent combination of education and experience.
- 1-3 years’ experience in a workforce planning department (asset).
- Bilingualism in written and spoken English and French (asset).
- Proficiency in e-WFM, Verrint, Cisco and Avaya software (asset).
- Ability to analyze results to generate operational improvements.
- Strong knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing and macros.
- Strong written and verbal communication skills.
- Effective time and priority management.
- Teamwork and proactive individual contribution.

**Here are a few reasons why others have joined our team**:

- An award-winning, inspiring workplace that supports its people and recognizes great work
- Stimulating, challenging projects and development opportunities to help you grow your skills and career
- A comprehensive financial rewards program that recognizes your success
- An extensive, flexible benefits package
- An industry leading Employee Share Purchase Plan where we match 50% of net shares purchased
- A $350 annual wellness account that promotes an active lifestyle

**Flexible Work Arrangements**

We’re proud to support a flexible hybrid approach which gives everyone the best of both worlds. While there are no minimum or maximum time requirements, each team’s need for in-person connections will be different and there will be times you’ll join your colleagues at the office.
- Closing Statement**We are an Equal Opportunity Employer**

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.
- Indeed Sponsored**BEL-QC**
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