Analyst, Workforce Management

Intact Financial Corporation; San Juan de Terranova; Hybrid; CAD 59.000 - 73.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Bonus potential

Employee savings plan

Zusammenfassung

Intact Financial Corporation is seeking an Analyst, Workforce Management to monitor operations, analyze workforce data, and support staffing decisions in a hybrid role based in St. John’s, NL.

You’ll work with the WFM and operations leaders to maintain service levels and drive continuous improvement. Responsibilities include real-time monitoring, reporting, and scheduling optimization to support business growth and service quality.

Qualifikationen

• University degree or college diploma in business, mathematics, economics, computer science, engineering or related field.
• 1-3 years’ experience in a workforce management/planning environment is an asset.
• Proficiency with WFM platforms such as Aspect, NICE WFM, Verint or Avaya is an asset.
• Strong analytical and problem‑solving skills with ability to interpret workforce data.
• Proficiency in Microsoft Excel (pivot tables, lookups, macros).

Aufgaben

• Monitor call volumes, service levels and staffing in real time.
• Identify risks and provide real-time actions or escalation recommendations.
• Make schedule adjustments to meet service level targets.
• Manage schedule modifications and WFM tickets.
• Prepare and distribute daily operation reports.
• Track forecasts vs. actuals and adjust staffing accordingly.
• Identify opportunities for operational improvements and provide insights.

Kenntnisse

Analytical skills

Problem-solving

Excel proficiency

Communication

Independent & team player

Ausbildung

University degree or college diploma

Tools

Aspect

NICE WFM

Verint

Avaya

Jobbeschreibung

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.

Pay at Intact is about much more than just salary. Flexible work arrangements and a hybrid work model. Possibility to purchase up to 5 extra days off per year. Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more. Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life). Salary range (but not limited to): 59,300 - 72,500. Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 7.5%. As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares. Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

We’re looking for an Analyst, Workforce Management to join our team! In this role, you’ll help ensure the right people are in the right place at the right time by monitoring operations, analyzing workforce data and supporting informed staffing and scheduling decisions. You’ll work closely with Workforce Management and operational leaders to maintain service levels and drive continuous improvement. This hybrid position is available in our St. John's, NL (10, Factory Lane) office.

Real‑Time Workforce Management

• Monitor inbound and outbound call volumes, service levels and staffing in real time.
• Identify emerging service level or staffing risks and take appropriate real‑time actions or provide escalation recommendations to operational leaders.
• Make schedule adjustments as needed to support service level targets.
• Manage schedule modifications and activity changes.
• Monitor and complete WFM Helpdesk tickets.
• Review, approve or deny proactive activity requests.

Reporting and Analysis

• Prepare and distribute timely, accurate reports on daily operations.
• Track actual results against forecasts and service level objectives.
• Ensure data integrity across reports and operational systems.
• Review trends from previous weeks and adjust forecasts or staffing recommendations as required.
• Identify opportunities for operational improvement and provide actionable insights to leaders to support staffing, performance and operational decisions.

Workforce Planning and Optimization

• Optimize employee schedules to support business growth, service quality and financial objectives.
• Partner with the WFM team and operational leaders to identify staffing, scheduling and service level opportunities.
• Contribute to achieving service level objectives on a daily, weekly and monthly basis.

What you bring to the table

• University degree or college diploma in business, mathematics, statistics, economics, computer science, engineering or a related field, or any combination of training and experience deemed relevant for the role.
• 1-3 years’ experience in a workforce management or workforce planning environment will be considered an asset.
• Proficiency with workforce management and contact‑center platforms such as Aspect, NICE WFM, Verint or Avaya an asset.
• Strong analytical and problem‑solving skills, with the ability to interpret workforce data, identify operational improvements and recommend practical solutions.
• Proficiency in Microsoft Excel, including pivot tables, lookup and comparison functions, conditional formulas and macros.
• Excellent written and verbal communication skills, with the ability to clearly present information and recommendations to operational leaders.
• A collaborative, proactive and solutions‑oriented approach to work.
• Strong organizational and time‑management skills, with the ability to prioritize competing demands and respond effectively in a fast‑paced environment.
• Ability to work independently while contributing effectively as part of a team.

No Canadian work experience required; however, candidates must be legally eligible to work in Canada.

We are an equal opportunity employer

#LI- Hybrid Ce poste jouera un rôle essentielle au sein de notre équipe. | This position will fill an essential role in 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. Learn more about our recruitment process and your candidate journey here. Please note that Intact does not provide sponsorship or other support for immigration‑related matters including but not limited to employer‑specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.