Analyst, Workforce Management (3-month term)

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 are looking for an Analyst, Workforce Management for a 3-month secondment!

This position is available in our Montreal, Laval, Quebec City or Ottawa offices.

As a Workforce Management Analyst, you will be responsible, among other things, for observing incoming and outgoing calls in real time and adjusting schedules according to needs. You will work closely with your team members as well as with the Sales & Customer Service management team.

What you’ll do here:

• Ensure service level targets are met on a daily, weekly and monthly basis.
• Monitor inbound and outbound calls in real time and adjust schedules as needed.
• Monitor service levels in real time and meet service level targets.
• Optimize work schedules to meet growth, service quality and financial objectives.
• Build reports required for daily monitoring of operations to obtain rapid feedback and generate reports on time, ensuring data integrity.
• Analyze daily predictions (TMT, calls and transactions received), analyze and adjust trends over the last few weeks.
• Identify areas for improvement for managers.
• Manage schedule modifications, proactive approval and rejection of activities.
• Monitor and control WFM email inbox.
• Front-line support for web station users.

What you bring to the table:

• Bilingualism (French and English) - Need to interact on a regular basis with colleagues across the country.
• Ability to analyze results to generate operational improvements.
• In-depth knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing and macros.
• Superior ability to pay meticulous attention to detail.
• Strong written and verbal communication skills.
• Effective management of time and priorities.
• Teamwork and proactive individual contribution.
• One to three years' experience in a workforce planning department (an asset).
• Proficiency in Nice-WFM, Verint, Cisco and Avaya software (an asset).

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 temporary member of our team:

• Inspiring leaders and colleagues who will lift you up and help you grow

• 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 employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities.

• 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.

Click here to review other important information about the hiring process, including background checks, internal candidates, and eligibility to work in Canada.

If you are an employee of Intact or belairdirect, please apply for this role on Contact People.