Manager, WFM

Intact; Montreal; Hybrid; CAD 85,000 - 115,000; Full time

Job summary

Join a leading company as a Manager in Workforce Management, responsible for leading a team in forecasting and capacity planning. You'll collaborate across functions to enhance operational efficiency and mentor a high-performing team. This position offers growth potential in a dynamic environment, emphasizing support and development opportunities.

Benefits

Employee Share Purchase Plan

Flexible work arrangements

Extensive flex pension and benefits package

Possibility to purchase extra days off

Wellness account

Qualifications

• 3-5 years' experience in workforce management.
• Proficient in workforce management software with strong Excel skills.
• Must have authorization to work in Canada.

Responsibilities

• Lead forecasting efforts and mentor senior analysts.
• Collaborate with stakeholders to discuss trends and operational needs.
• Drive continuous improvement in forecasting accuracy.

Skills

Leadership

Analytical Skills

Communication

Organizational Skills

Education

University degree or college diploma

Tools

e-WFM

Excel

Forecasting Software

Job description

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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’re looking for a Manager to lead our talented team of Senior Analysts in short-term and long-term forecasting within the Claims Workforce Management Team!

Location:Across Canada

What You’ll Do Here

• Lead, mentor, and develop a team of Senior Analysts specializing in short-term and long-term forecasting
• Oversee the development, generation, and maintenance of both short-term and long-term call forecasts
• Ensure alignment between short-term and long-term forecasts for a cohesive business strategy
• Collaborate with business stakeholders to discuss forecasts, trends, and operational needs
• Drive continuous improvement initiatives to enhance forecasting accuracy and efficiency
• Facilitate cross-functional coordination with Scheduling, Intraday, and other relevant teams
• Present forecasting insights and recommendations to senior management and executive leadership
• Ensure the integrity, accuracy, and timeliness of all forecasting data and reports
• Develop strategies to manage capacity and optimize resource allocation
• Stay informed of industry trends and best practices to maintain a competitive edge
  
  

What You Bring To The Table

• University degree or college diploma (business, math, statistics, economics, computer science, engineering) or equivalent combination of education and experience
• 3-5 years’ experience in workforce management, including forecasting and capacity planning
• Proven leadership experience with the ability to mentor and develop a high-performing team
• Proficiency in workforce management software such as e-WFM (Aspect), IEX (NICE), Verint, Cisco, and Avaya (asset)
• Strong analytical skills with the ability to translate data into actionable insights
• Advanced knowledge of Excel, including pivot tables, data analysis, and automation techniques
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Ability to work collaboratively with cross-functional teams
• No Canadian work experience required but must have authorization to work in Canada
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
  
  

We are excited to welcome a dynamic leader who can drive our forecasting efforts to the next level. If you’re passionate about workforce management and have a proven track record in forecasting and team leadership, we want to hear from you!

What We Offer

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.
  
  

We are an equal opportunity employer

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Human Resources

• Industries

  Insurance

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