Workforce Planning Analyst

Industrial Alliance Insurance and Financial Services Inc; Montreal; Hybrid; CAD 65,000 - 95,000; Full time

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

• Employer: Industrial Alliance, Auto and Home Insurance Inc.
• Other Possible Location(s): Montreal, Quebec

Are you driven by analysis, operational capacity optimization, and data-driven decision-making? As a Workforce Planning Analyst, you will play a key role in aligning operational needs with available capacity. You will contribute to contact centre performance by planning, monitoring, and analyzing workforce requirements while advising managers on decisions related to capacity and the achievement of business objectives.

This position is a great opportunity to showcase your skills and fully realize your potential within a caring and trustworthy company. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.

What you’ll accomplish with us

As a Workforce Planning Analyst, you’ll be at the core of our mission. Here are the main responsibilities:

• Plan workforce requirements and activities, including schedules, vacations, statutory holidays, and offline activities, to maintain the right balance between available capacity and operational needs.
• Produce and communicate analyses to assess workforce requirements, explain variances between forecasts and actual results, and make recommendations to decision-makers.
• Act as a partner to managers by advising them on workforce coverage, service levels, abandonment rates, adherence, and operational efficiency.
• Monitor key performance indicators, identify trends, risks, and opportunities for improvement, and contribute to the development of dashboards, reports, and analytical tools.
• Ensure the smooth execution of workforce planning processes, including schedule selections, vacation calendars, and activity planning, while contributing to their optimization and standardization.
• Optimize the use of workforce planning tools, including Genesys WFM, and develop or improve models, calculators, and other decision-support tools.
• Participate in projects and initiatives that impact operational capacity and recommend process efficiency improvements.
• Collaborate closely with multidisciplinary teams, including operations, analytics, and project management, and contribute to strategic discussions and recommendations.

What could accelerate your success in this role

We’re looking for someone who:

• Has minimum 3 years of experience in workforce planning;
• Has knowledge of a workforce planning tool, including Genesys WFM;
• Stands out for their leadership and ability to influence, as well as their ability to turn analyses into clear and useful recommendations for decision-making;
• Has project management skills and is comfortable collaborating with various stakeholders;
• Has knowledge of Lean Six Sigma, considered an asset;
• Has knowledge of Power BI, considered an asset;
• Has a relevant combination of education, extensive experience, and recognized expertise in the field;
• Has an advanced level of French proficiency, as the team is French-speaking and all team meetings and day-to-day interactions are conducted in French.

Why you’ll love working with us

• A work environment where learning and development merge with a collective pursuit of excellence;
• AI is in everyone's hands, empowering you to increase your personal effectiveness while supporting the organization's growth;
• A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed;
• The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces.
• Competitive retirement savings plan
• Employee share purchase plan
• Vacation program, wellness days, and personal development days
• Employee and Family Assistance Program (EFAP)
• Ergonomic furniture program
• Performance bonus
• Discounts on iA products
• And much more!

Company Overview

iA Financial Group is the strength of a company with a human side, with its over 10,000 employees. Together, we have earned the trust of our more than five million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $235 billion in assets, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 130 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

Our commitment to Diversity and Inclusion

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, write to us . Someone from our team will be happy to assist you.