Workforce Planning Analyst

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.

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.

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.

• 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.

• Flexible group insurance plans
• Competitive retirement savings plan
• Employee share purchase plan
• Vacation program, wellness days, and personal development days
• Telemedicine services
• Employee and Family Assistance Program (EFAP)
• Ergonomic furniture program
• Performance bonus
• Discounts on iA products
• And much more!

Apply now and get ahead of your career, where your talent really belongs!

At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you!

iA Financial Group* is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, 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 125 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.

At iA, we’re invested in you.

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, please Contact us here. Someone from our team will be happy to assist you with your needs.

To optimize and support our recruitment process, iA Financial Group may use certain technological tools, including artificial intelligence. These tools support the work of our recruiters but do not replace their judgment. All hiring decisions continue to be made by authorized individuals within the organization. For more information, please refer to our Privacy Notice.