Workforce Planning Analyst

Intact

Workforce Planning Analyst at Intact responsible for ensuring effective operations and service level targets. Leading schedule transformations and optimizing customer satisfaction through innovative strategies.

Posted 6/5/2026full-timeLaval • 🇨🇦 CanadaMid-LevelSenior💰 CA$59,300 - CA$72,500 per yearWebsite

About the role

Key responsibilities & impact

Act as guarantor of smooth operations, ensuring that service level targets are met
Lead the transformation of schedules into real-time plans, enabling the team to maximize performance and drive efficiency
Raise standards by developing innovative strategies to anticipate demand and optimize customer satisfaction
Foster a collaborative culture by producing analyses that support operational improvements
Analyze daily forecasts (TMT, incoming calls and transactions) and review and adjust trends over recent weeks
Maintain operational stability as the primary point of contact, providing clear and efficient support to users

Requirements

What you’ll need

University degree or college diploma (business, mathematics, statistics, economics, computer science, engineering) or an equivalent combination of education and experience
Minimum three years' experience in a workforce planning role
Experience with Nice-WFM, Verint, Cisco and Avaya software (an asset)
Bilingual in French and English — regular interaction with colleagues across the country
No Canadian work experience required, but must be authorized to work in Canada

Benefits

Comp & perks

Flexible work arrangements and a hybrid work model
Option to purchase up to 5 additional days off per year
Multiple benefits to support physical and mental wellbeing, including telemedicine, a Wellness account and more
Share plan and other savings: up to 12% of salary or potentially more

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce planningdata analysisforecastingoperational improvementsperformance optimizationcustomer satisfaction strategiesschedule transformationtrend analysismathematicsstatistics

Soft Skills

collaborationleadershipcommunicationproblem-solvinganalytical thinkingstrategic thinkingadaptabilityefficiency driveuser supportculture fostering