Hybrid Workforce Planning Analyst

Industrial Alliance Insurance and Financial Services Inc

Montreal

Hybrid

CAD 65,000 - 95,000

Full time

3 days ago

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Benefits offered by this job

Hybrid work environment

retirement savings plan

Employee share purchase plan

EFAP

Job summary

Industrial Alliance, Auto and Home Insurance Inc. is seeking a Workforce Planning Analyst to optimize contact centre capacity through data-driven decisions. The role focuses on planning, monitoring, and analyzing workforce requirements to meet business objectives.

Based in Montreal with a hybrid work model, the position requires at least 3 years in workforce planning and French language fluency. Genesys WFM and Power BI experience are highly valued.

Qualifications

Proven ability to analyze workforce data and forecast capacity requirements.
Experience turning analyses into actionable recommendations for decision-makers.
Strong collaboration with operations and analytics teams.

Responsibilities

Plan workforce requirements and activities (schedules, vacations, holidays, offline work) to balance capacity with needs.
Produce analyses to assess requirements, explain variances, and recommend actions to decision-makers.
Advise managers on coverage, service levels, abandonment, adherence, and efficiency.
Monitor KPIs, identify trends/risks, and develop dashboards and tools.
Ensure smooth execution of planning processes and optimize standardization.
Optimize use of planning tools (Genesys WFM) and develop models/calculators.
Participate in projects affecting capacity and suggest process improvements.
Collaborate with operations, analytics, and project management.

Skills

Analytical thinking

Stakeholder management

Team collaboration

Leadership

French proficiency

Tools

Genesys WFM

Power BI

Job description

Based in Montreal with a hybrid work model, the position requires at least 3 years in workforce planning and French language fluency. Genesys WFM and Power BI experience are highly valued.

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