Workforce Management Analyst - Toronto, Canada - Intact

Intact

Verified Company

Toronto, Canada

2 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 provides the balance between working from home and enjoying meaningful in-person interactions.

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 service level objectives are met on a daily, weekly and monthly basis.
Observe incoming and outgoing calls in real time and adjust schedules as needed.
Meet our service level targets.
Monitor service level in real time.
Optimize work schedules to achieve our growth, quality of service and financial objectives.
Generate reports on time and ensure data integrity.
Help managers speak to reporting for optimal staff and business performance
Help create Training and presentations for staff and managers
Analyze daily predictions (TMT, calls and transactions received), analyze and adjust trends in recent weeks.
Analyze coaching avenues for managers.
Manage schedule changes.
Manage proactive approval and rejection of activities.
Frontline support for web station users

What you bring to the table:

University or college degree (business, mathematics, statistics, economics, computer science, engineering) or equivalent combination of education and experience.
One to three years of experience in a workforce planning department (asset).
Knowledge of Nice-WFM and Avaya software (asset).
Ability to analyze results in order to generate operational improvements.
Indepth knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing, and macros.
Strong written and verbal communication skills.
Effective management of time and priorities.
Teamwork and proactive individual contribution.
No Canadian work experience required however must be eligible to work in Canada

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.