Wfm Analyst - Mississauga, Canada - Intact

Intact

Verified Company

Mississauga, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times.

When you join our team, you're bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are
- here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It's our employee promise.

Our hybrid work model preserves the balance between working from home and enjoying meaningful in-person interaction.

The needs for every role are different but on average, you will be together with your colleagues at least once per week, with our leadership team in office three to four days weekly to be present for their teams.

Read on to see how you can shape the future, win as a team, and grow with us.

About the role
We're looking for a WFM Analyst to join our growing team

What you'll do here:

Ensure that servicelevel objectives are met on a daily, weekly and monthly basis.
Monitor inbound and outbound calls in real time and adjust schedules as needed.
Meet our servicelevel targets.
Monitor service levels in real time.
Optimize work schedules to meet our growth, service quality and financial goals.
Actual results and reporting
Build reports to track daily operations for timely feedback
Generate reports in a timely manner and ensure data integrity.
Analyze daily forecasts (TMT, calls and transactions received), analyze and adjust trends over the past weeks.
Analyze for coaching track to managers.
Management of schedule modifications
Manage proactive approval and denial of activities.
First line support for web station users.

What you bring to the table:

University degree or college diploma (business, math, statistics, economics, computer science, engineering), or any equivalent combination of education and experience.
13 years' experience in a workforce planning.
Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (asset).
Can analyze results to generate operational improvements.
Strong knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing and macros.
Strong written and verbal communication skills.
Effective time and priority management.
Teamwork and proactive individual contribution.

LI-Hybrid

What we offer
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 employeeled 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, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

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.