Analyst, Intraday- Workforce Management

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.

The Workforce Optimization Analyst is responsible to provide resource management through the creation of effective and timely staffing schedules. The Workforce Optimization Analyst works closely with management to define and adhere to business rules and incorporate the same into schedules. The Workforce Optimization Analyst is also responsible for analyzing historical contact center call performance data and adjusts staffing resources as appropriate.

This role will also be responsible for monitoring key performance indicators and claim volume, escalating upcoming issues in staffing, claim forecasting, and recommending effective service delivery tactics.

**What can you expect in this role?**
- Analyze, optimize & maintain daily and weekly schedules
- Monitor, analyze and recommend changes for incoming volume, staffing levels and routing strategies
- Support intraday touch-points by providing insights and recommendations to leaders based on data
- Support on immediate responses and actions in emergency situations
- Analyze, track and report on trends, provide solutions or courses of action
- Raise workflow concerns in a timely fashion to your direct manager or other operational leaders and provide recommendations on solutions
- Optimize and document internal process and knowledge
- Respond and consult on CCC Operations requests
- Creates and optimizes capacity models using key inputs such as demand forecast, productivity, headcount, shrinkage, and other validated assumptions
- Regularly reviews the accuracy of the weekly and daily models and executes on continuous improvement opportunities
- Supports/helps navigate disruptive business events and the co-ordination of mitigating activities
- Provides guidance on capacity resource requirements and acts as consultant on projects where demand forecasting or scheduling is required

**What do you bring to the role?**
- University degree or college diploma
- 2 or more years of workforce management experience
- 2 or more years of contact center experience
- Strong analytical and critical thinking skills, including the ability to understand data, draw insights, determine the 'so what'
- Team player with the strong relationship building skills, effective conflict management, and openness to different perspectives.
- Excellent written and verbal communication skills including the ability to present data and information in a compelling way, and ability to influence and achieve support for change. Able to adapt communications to different audiences.
- Self-directed and action orientated. Can work without direction and ensure all tasks are completed efficiently and with accuracy
- Attention to detail with strong documentation and follow up skills
- Excellent Excel knowledge
- Ability to analyze data, including identification of trends and outliers
- Proven ability to prioritize work, schedule multiple concurrent projects and meet established deadlines
- Ability to succeed in a dynamic & changing environment

Assets:

- Experience with NICE IEX
- Experience with Five9
- Knowledge of Call Centre technologies and best practices
- Call center forecasting and resource planning
- Experience with planning and scheduling tools
- Understanding of queuing theory and call center mathematics
- Flexibility to be scheduled during standard hours of operation

Salary range is $43,700 - $80,500

**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