Team Leader, Workforce Management

Definity; Edmonton; Hybrid; CAD 69,000 - 127,000; Full time

Job summary

Definity seeks a Team Leader, Workforce Management for their Edmonton office, aiming to enhance operational efficiency in a leading insurance firm. Ideal candidates will excel in a hybrid work environment, demonstrating leadership in Intraday management while fostering a collaborative workplace culture.

Benefits

Company share ownership program

Pension and savings programs

Paid volunteer days

Educational resources and tuition assistance

Wellness and recognition programs

Qualifications

• Minimum of 3 years in contact centre Intraday management, preferably in a leadership role.
• Experience in the Property & Casualty insurance industry would be an asset.

Responsibilities

• Design and enhance call forecasting processes across multiple lines of business.
• Lead a team of Intraday Analysts and monitor service levels.
• Conduct analysis of contact centre performance and optimize solutions.

Skills

Excellent communication

Leadership skills

Adaptability

Problem-solving

Intermediate Excel

Education

Bachelor’s or College degree in Mathematics, Economics, or Business Management

Tools

NICE WFM

Five9 applications

Job description

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Definity is the parent company to 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 can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

What can you expect in this role?

• Design, enhance and maintain call forecasting processes across multiple lines of business
• Design and optimize scheduling strategy which strikes a balance between business requirements and employee engagement
• Lead a team of Intraday Analysts who prepare schedules, respond to schedule change requests, monitor service levels and initiative appropriate action when required
• Report on volumes, performance and service levels on a regular basis
• Conduct ad hoc analysis of contact centre performance, identify opportunities to further optimize and work towards appropriate solutions in collaboration with multiple stakeholders
• Lead and / or contribute to projects impacting contact centre structure, schedules, reporting needs, and technology

What do you bring to the role?

• Minimum of 3 years in contact centre Intraday management, preferably in a leadership role
• Excellent communication skills, both verbally and in writing
• Knowledge of NICE WFM workforce management and / or Five9 applications would be a definite asset
• Adaptable, resourceful, able to respond quickly and find solutions to problems, often within tight timelines
• Leadership skills, particularly the ability to develop the skills & competencies of a small team of direct reports through active coaching and mentoring
• Intermediate skills with Microsoft Excel
• Bachelor’s or College degree in a relevant discipline (e.g. Mathematics, Economics, Business Management)
• Experience in the Property & Casualty insurance industry would be an asset

Salary range is $69,000 - $127,000

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Go ahead and expect a lot — you deserve it, and we’ve got it :

• Company share ownership program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting : [email protected]

Background checks

This role requires successful clearance of a background check (including criminal checks and leadership references).

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Human Resources

Insurance

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