Intact

Workforce Management Analyst

Intact

full-time

Posted on:

Location Type: Hybrid

Location: Calgary • Canada

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Salary

💰 CA$59,300 - CA$72,500 per year

Job Level

Junior

About the role

  • Ensure 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 our growth, service quality and financial goals
  • Build reports to track daily operations for timely feedback
  • Generate 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
  • Monitor and control the scheduling email inbox
  • Manage proactive approval and denial of activities
  • First line support for web station users

Requirements

  • University 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 department (asset)
  • Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (asset)
  • Can analyze results to generate operational improvements
  • Strong knowledge of Excel, including pivot tables, data search and comparison techniques, conditional testing and macros
  • No Canadian work experience required however must be eligible to work in Canada
Benefits
  • Flexible work arrangements and a hybrid work model
  • Possibility to purchase up to 5 extra days off per year
  • Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
  • Share plan & other savings: up to 12% of salary or even more
  • Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 7.5%
  • Pension offerings provide flexibility and long-term security for our employees
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysisreport generationforecast analysisExcelpivot tablesconditional testingmacros
Soft Skills
communicationorganizational skillsproblem-solvingtime management