Analyst, Workforce Management

Analyst, Workforce Management

In this role, you’ll help ensure the right people are in the right place at the right time by monitoring operations, analyzing workforce data and supporting informed staffing and scheduling decisions. You’ll work closely with Workforce Management and operational leaders to maintain service levels and drive continuous improvement.

This hybrid position is available in our St. John's, NL (10, Factory Lane) office.

What you’ll do here:

• Real-Time Workforce Management

• Monitor inbound and outbound call volumes, service levels and staffing in real time.

• Identify emerging service level or staffing risks and take appropriate real-time actions or provide escalation recommendations to operational leaders.

• Make schedule adjustments as needed to support service level targets.

• Manage schedule modifications and activity changes.

• Monitor and complete WFM Helpdesk tickets.

• Review, approve or deny proactive activity requests.

• Reporting and Analysis

• Prepare and distribute timely, accurate reports on daily operations.

• Track actual results against forecasts and service level objectives.

• Ensure data integrity across reports and operational systems.

• Review trends from previous weeks and adjust forecasts or staffing recommendations as required.

• Identify opportunities for operational improvement and provide actionable insights to leaders to support staffing, performance and operational decisions.

• Workforce Planning and Optimization

• Optimize employee schedules to support business growth, service quality and financial objectives.

• Partner with the WFM team and operational leaders to identify staffing, scheduling and service level opportunities.

• Contribute to achieving service level objectives on a daily, weekly and monthly basis.

What you bring to the table:

• University degree or college diploma in business, mathematics, statistics, economics, computer science, engineering or a related field, or any combination of training and experience deemed relevant for the role.
• 1-3 years’ experience in a workforce management or workforce planning environment will be considered an asset.
• Proficiency with workforce management and contact-center platforms such as Aspect, NICE WFM, Verint or Avaya an asset.
• Strong analytical and problem-solving skills, with the ability to interpret workforce data, identify operational improvements and recommend practical solutions.
• Proficiency in Microsoft Excel, including pivot tables, lookup and comparison functions, conditional formulas and macros.
• Excellent written and verbal communication skills, with the ability to clearly present information and recommendations to operational leaders.
• A collaborative, proactive and solutions-oriented approach to work.
• Strong organizational and time-management skills, with the ability to prioritize competing demands and respond effectively in a fast-paced environment.
• Ability to work independently while contributing effectively as part of a team.
• No Canadian work experience required; however, candidates must be legally eligible to work in Canada.

LI- Hybrid

Ce poste jouera un rôle essentiel au sein de notre équipe. This position will fill an essential role in our team.

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.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

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