Intraday Workforce Analyst

Assurant

Intraday Workforce Analyst monitoring contact center performance and adjusting resources for SLAs in Canada. Proactive role ensuring efficient operations and communication within client agreements.

Posted 5/20/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 $45,100 - $74,600 per yearWebsite

About the role

Key responsibilities & impact

Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels.
Manage Call Offline.
Monitors and Maintains WFM inboxes.
Make skills adjusters in eGain.
Supports and makes changes to Intradiem messaging.
Communicates intraday performance to management team and associates throughout the day.
Recommend and adjust staffing levels through overtime, VTO and/or skilling.
Make skilling and/or support adjustments in E-gain to account for out of pattern days, days after holidays, outages, etc.
Coordinate with Operations Team to pre-schedule all offline activity to complete an optimized plan that supports the business need and client contractual SLA’s.
Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis.
Establish and maintain communications channels regarding events that impact contact center performance and workload.
Collaborate with internal customers - other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals.
Maintain a high quality of work - Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times.
Assist with ongoing initiatives, process improvements, and other duties as assigned.

Requirements

What you’ll need

High School Diploma or GED
A minimum of 3 years' of experience in a contact center
A minimum of 2 years' of experience in a WFM or WFM related role
Entry level skills in MS Office (Excel, Word, Outlook)

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Real Time Adherence (RTA)queue activity managementWFM (Workforce Management)eGainIntradiem messagingstaffing level adjustmentcall volume analysisschedule exception processingtime off request managementprocess improvement

Soft Skills

communicationcollaborationanalytical thinkingorganizational skillsproblem-solvingattention to detailadaptabilityteamworkcustomer service orientationinitiative

Certifications

High School DiplomaGED