OverviewWe’re looking for a Workforce Management Analyst to join our growing team at Intact.What You’ll Do HereEnsure that service-level 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 service-level targets.Monitor service levels in real time.Optimize work schedules to meet growth, service quality and financial goals.Actual results and reportingBuild reports to track daily operations for timely feedbackGenerate 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 modificationsMonitor and control the scheduling email inbox.Manage proactive approval and denial of activities.First line support for web station users.What You Bring To The TableUniversity degree or college diploma (business, math, statistics, economics, computer science, engineering),
or any equivalent combination of education and experience.1-3 years’ experience in a workforce planning departmentProficiency in Nice-WFM, Verrint, Cisco, Avaya or similar WFM software.Can analyze results to generate operational improvements.Strong knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing and macros.Solid written and verbal communication skills.Effective time and priority management.Teamwork and proactive individual contribution.Bilingualism (French / English) – Need to interact on a regular basis with colleagues across the country. No Canadian work experience required however must be eligible to work in Canada.What We OfferA hybrid work model providing balance between working from home and in-person collaboration.A financial rewards program that recognizes your successAn industry leading Employee Share Purchase Plan; we match 50% of net shares purchasedAn extensive flex pension and benefits package, with access to virtual healthcareFlexible work arrangementsPossibility to purchase up to 5 extra days off per yearAn annual wellness