Job Description

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, youre bringing this purpose to life alongside a passionate community of experts.
Feel empowered to learn and grow while being valued for who you are- here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. Its our employee promise.
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
Read on to see how you can shape the future, win as a team, and grow with us.
About the role
Were looking for a WFM Analyst to join our growing team!
What youll 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 levels in real time
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
Management of schedule modifications
Monitor and control the scheduling email inbox
Manage proactive approval and denial of activities
First line support for web station users
What you bring to the table:
University degree or college diploma (business, math, statistics, economics, computer science, engineering), or any equivalent combination of education and experience
1-3 years experience in a workforce planning department (asset)
Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (asset)
Can 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
No Canadian work experience required however must be eligible to work in Canada
#LI-Hybrid
What we offer
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 opportunities
Inspiring 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.
We are an equal opportunity employer
At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.
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. Well work with you to meet your needs.
, including background checks, internal candidates, and eligibility to work in Canada.
If you are an employee of Intact or belairdirect, please apply for this role on Contact People.