Intact

Workforce Management Analyst

Intact

full-time

Posted on:

Location Type: Hybrid

Location: Laval • 🇨🇦 Canada

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Job Level

Junior

About the role

  • Monitor queues, key performance indicators (KPIs), and service levels in real-time
  • Suggest and implement immediate operational adjustments
  • Actively communicate with internal and external partners to optimize resource allocation
  • Identify planning discrepancies and address anomalies
  • Support teams in case of disruptions (outages, unexpected influx, widespread absences, etc.)
  • Maintain dashboards, produce reports, and document interventions
  • Collaborate with planning analysts to optimize monitoring practices

Requirements

  • Degree in administration, mathematics, operations management, or a related field (asset)
  • Minimum of 1 to 3 years of experience in a contact center or operations management role
  • Knowledge of contact center environments
  • Proficiency in real-time management tools
  • Good understanding of operational performance indicators (ASA, AHT, adherence rate, occupancy rate)
  • Proficiency in Excel and reporting tools (Power Query, Power BI, etc.)
  • Experience in real-time, planning, or logistics (strong asset)
  • Excellent analytical and quick decision-making skills
  • Strong organizational skills and priority management
  • Clear and professional communication
  • Team spirit, proactive and solution-oriented attitude
  • Thoroughness, reliability, and attention to detail
  • Bilingualism (French/English) - Required to interact regularly with colleagues across the country.
Benefits
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
real-time managementoperational performance indicatorsExcelPower QueryPower BIplanninglogisticsreportingdata analysisresource allocation
Soft skills
analytical skillsdecision-makingorganizational skillspriority managementcommunicationteam spiritproactive attitudesolution-orientedthoroughnessattention to detail