Job Description

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 Knowledge of NICE WFM workforce management and/or Five9 applications would be a definite asset 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

Interested in this role, but don't meet every requirement?

We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" -- they're essential to our success.

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
Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market. In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

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(TM) in Canada for women, for youth, and for inclusion.


Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting accessibility@definity.com .

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).


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