WFM Analyst
Intact
Date: 10 hours ago
City: Mississauga, ON
Contract type: Full time
Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
About The Role
We are looking for a WFM Analyst to join our growing team!
The role will analyze trends by monitoring and analyzing inbound phone traffic, volume, call patterns, productivity, and resource allocation to build effective staffing and scheduling plans. Additionally, they will provide analytical support to management teams and collaborate on special projects. Strong communication skills and the ability to work collaboratively with team members and departments are key.
What You’ll Do Here
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
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
At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.
We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.
As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.
We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.
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.
Learn more about our recruitment process and your candidate journey here.
If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.
Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
About The Role
We are looking for a WFM Analyst to join our growing team!
The role will analyze trends by monitoring and analyzing inbound phone traffic, volume, call patterns, productivity, and resource allocation to build effective staffing and scheduling plans. Additionally, they will provide analytical support to management teams and collaborate on special projects. Strong communication skills and the ability to work collaboratively with team members and departments are key.
What You’ll Do Here
- Ensure daily, weekly, and monthly service-level objectives are met.
- Monitor inbound and outbound call activity in real-time and adjust schedules as needed.
- Achieve service-level targets and optimize work schedules to support growth, service quality, and financial goals.
- Generate and ensure the integrity of reports tracking daily operations.
- Analyze daily forecasts (TMT, calls and transactions received) and adjust based on trends in traffic and transactions.
- Provide coaching insights to managers.
- Manage schedule modifications and monitor scheduling email inbox.
- Approve or deny activity requests proactively.
- Offer first-line support to web station users.
- University degree or college diploma in business, math, statistics, economics, computer science, engineering, or a related field, or equivalent experience.
- 1-3 years of experience in a workforce planning department.
- Proficiency in WFM software such as NICE-WFM, Verint, Cisco, Avaya, or similar software.
- Strong analytical skills for operational improvement.
- Advanced Excel skills, including pivot tables, data analysis, data search and comparison techniques, conditional testing, and macros.
- Excellent written and verbal communication skills.
- Effective time management and ability to prioritize.
- Team-oriented with the capacity for individual contribution.
- No Canadian work experience required but must have authorization to work in Canada.
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
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.
At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.
We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.
As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.
We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.
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.
Learn more about our recruitment process and your candidate journey here.
If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.
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