WFM Senior Analyst - #381731

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 Senior Workforce Management Analyst to join our growing team!

Location: Across Canada

What You’ll Do Here

• Continuously analyze latest trends and revise forecasts as required
• Assist with developing strategies and projects to ensure service levels are met
• Create and present executive level presentations
• Identify/review underlying causes of gaps in productivity performance
• Build scenarios that maximize capacity
• Manage WFM Master database ensuring the integrity of the data is maintained
• Discuss recommendations for performance improvement with Managers, Directors and VP
• Manage all existing reports, ensuring they are generated and delegating where necessary
• Actively identify ways to improve and automate generated reports
• Provide support to analysts for scheduling and real-time management
• Regular communication with analysts to gather feedback and recommendations on processes
  
  

What You Bring To The Table

• University degree or college diploma (business, math, statistics, economics, computer science, engineering) or equivalent combination of education and experience
• 3-5 years’ experience in a workforce planning department (asset)
• Proficiency in e-WFM (Aspect), IEX (NICE), Verint, Cisco and Avaya software (asset)
• Ability to analyze results to generate operational improvements
• Strong knowledge of Excel and information dashboards, including pivot tables, data search and comparison techniques, conditional testing and macros
• Strong written and verbal communication skills
• Effective time and priority management
• Teamwork and proactive individual contribution
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English speaking colleagues across the country
  
  

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 employee-led 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.

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.