Analyst, Intraday- Workforce Management

Definity; Mississauga; Hybrid; CAD 43,000 - 81,000; Full time

Job summary

A leading insurance provider in Mississauga is seeking an Analyst for Workforce Management. The role requires analyzing staffing schedules and optimizing operations based on contact volume. Candidates should have a degree, at least 2 years of workforce management experience, and strong analytical skills. This position offers a hybrid work schedule and various employee benefits, including pension and educational resources.

Benefits

Company share ownership

Pension and savings programs

Volunteer days

Tuition assistance

Inclusive environment

Qualifications

• 2+ years of workforce management experience.
• Contact center experience is essential.
• Ability to adapt to a dynamic environment.

Responsibilities

• Analyze and maintain staffing schedules.
• Monitor changes based on contact volume.
• Support operations with data-driven insights.

Skills

Analytical skills

Communication skills

Project management

Data interpretation

Self-directed

Education

University degree or college diploma

Tools

Excel

NICE IEX

Five9

Job description

Join to apply for the Analyst, Intraday - Workforce Management role at Definity.

Definity is the parent company of 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 foster a collaborative, ambitious, rewarding, and empowering culture.

We offer a flexible, hybrid work environment where employees work from the office and remotely, depending on their role and team. Bring your true self and be part of our journey. It’s better here.

Role Overview:

The Workforce Optimization Analyst is responsible for resource management through effective staffing schedules, working closely with management to define and adhere to business rules, and analyzing historical contact center data to adjust staffing as needed.

This role also involves monitoring key performance indicators, claim volumes, escalating staffing issues, forecasting, and recommending service delivery strategies.

Key Responsibilities:

1. Analyze, optimize, and maintain daily and weekly schedules.
2. Monitor and recommend changes based on contact volume, staffing levels, and routing strategies.
3. Support intraday operations by providing data-driven insights and recommendations.
4. Respond promptly to emergency situations requiring immediate action.
5. Track and report trends, providing solutions or courses of action.
6. Raise workflow concerns and suggest solutions.
7. Document and optimize internal processes and knowledge base.
8. Respond to operational requests and support capacity modeling using demand forecasts, productivity, and other assumptions.
9. Review and improve capacity models regularly.
10. Support disruptive business events and coordinate mitigation activities.
11. Advise on resource requirements and participate in projects involving demand forecasting and scheduling.

Qualifications:

1. University degree or college diploma.
2. At least 2 years of workforce management experience.
3. Contact center experience.
4. Strong analytical skills, data interpretation, and insight generation.
5. Excellent communication and relationship-building skills.
6. Self-directed, action-oriented, with attention to detail.
7. Proficient in Excel and data analysis.
8. Ability to prioritize and manage multiple projects.
9. Ability to adapt to a dynamic environment.

Assets:

• Experience with NICE IEX, Five9, and call center technologies.
• Knowledge of queuing theory and call center mathematics.
• Flexibility to work during standard hours.

Salary Range: $43,700 - $80,500.

We value potential. If you believe you meet the criteria but lack some experience, share your insights through your application and cover letter.

What We Offer:

• Hybrid work schedule.
• Company share ownership, pension, and savings programs.
• Volunteer days, charitable donation matching.
• Educational resources, tuition assistance, paid study leave.
• Inclusive environment supporting diversity and accessibility.

To request accommodations during the recruitment process, contact: [email protected]

Background Checks: Successful clearance required.

Job Details: Entry level, full-time, in Project Management and IT within the Insurance industry.