Workforce Management (WFM) Analyst

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About the role

As a Workforce Management Analyst, you will play a key role in the daily operations of our contact centers. You will be responsible for monitoring, analyzing, and adjusting activities in real-time to ensure compliance with service levels, performance agreements, and customer satisfaction.

What you'll do here:

• 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.

What you bring to the table:

• 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.

• No work experience in Canada required, but must have authorization to work in Canada.

#LI-Hybrid

What we offer
 

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

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, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

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.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.