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Team Leader, Workforce Management
3 weeks ago
Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.
- We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.
**What can you expect in this role?**
- Design, enhance and maintain call forecasting processes across multiple lines of business
- Design and optimize scheduling strategy which strikes a balance between business requirements and employee engagement
- Lead a team of Intraday Analysts who prepare schedules, respond to schedule change requests, monitor service levels and initiative appropriate action when required
- Report on volumes, performance and service levels on a regular basis
- Conduct ad hoc analysis of contact centre performance, identify opportunities to further optimize and work towards appropriate solutions in collaboration with multiple stakeholders
- Lead and/or contribute to projects impacting contact centre structure, schedules, reporting needs, and technology
**What do you bring to the role?**
- Minimum of 3 years in contact centre Intraday management, preferably in a leadership role
- Excellent communication skills, both verbally and in writing
- Adaptable, resourceful, able to respond quickly and find solutions to problems, often within tight timelines
- Leadership skills, particularly the ability to develop the skills & competencies of a small team of direct reports through active coaching and mentoring
- Intermediate skills with Microsoft Excel
- Bachelor’s or College degree in a relevant discipline (e.g. Mathematics, Economics, Business Management)
- Experience in the Property & Casualty insurance industry would be an asset
Salary range is $69,000 - $127,000
**What’s in it for you?**
- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services
**Go ahead and expect a lot — you deserve it.**
It’s better here — but don’t take our word for it. Definity was named by Great Place to Work ® as one of the Best Workplaces in Canada for women, for youth, and for inclusion.
**Background checks**
This role requires successful clearance of background checks (including criminal checks and leadership references).
LI-Hybrid
