Assistant Contact Center Analyst
About The Position
Assistant Contact Center Analyst Build the future with us Are you driven by helping clients feel confident and secure about their future and eager to contribute to a company whose purpose is rooted in trust, stability, and long‑term impact? As an Assistant Contact Center Analyst , you will play a key role in optimizing contact center performance by supporting workforce planning, scheduling, and data‑driven decision‑making across our VSC Claims and Ancillary Claims departments. This position is a great opportunity to showcase your analytical and operational skills while fully realizing your potential within a caring and trustworthy organization. At iA, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration, learning, and innovation. What you’ll accomplish with us As an Assistant Contact Center Analyst , you’ll be at the core of our operational success. Your key responsibilities include:
Requirements
- Is known for strong analytical and critical‑thinking skills .
- Stands out for their ability to work accurately with data, reports, and metrics .
- Demonstrates solid organizational skills and attention to detail in a fast‑paced environment.
- Is recognized for adaptability, collaboration, and teamwork.
- Has 1+ year of experience in a contact center, customer service, or claims environment.
- Brings 2 years of Excel experience , including building spreadsheets, performing complex calculations, and creating reports.
- Is comfortable using or learning contact center technology and phone systems .
- Is able to clearly explain what data and reports mean through concise, data‑driven storytelling.
Responsibilities
- Assisting with forecasting call volume and supporting dynamic scheduling adjustments to ensure efficient staffing throughout the day, week, and month.
- Supporting workforce planning for approximately 100–155 contact center employees using scheduling and workforce management software integrated with the contact center phone system.
- Monitoring real‑time call flow and staffing levels through dashboards and responding to volume‑related outliers.
- Preparing and delivering performance reporting for contact center agents to managers and supervisors.
- Participating in weekly meetings and quarterly roundup meetings to review performance trends, results, and operational progress.
Benefits
- A work environment where learning and development align with a collective pursuit of excellence.
- A healthy, safe, fair, and inclusive workplace where potential can be freely expressed and developed.
- The opportunity to work in a hybrid environment , supported by flexibility and access to inspiring and innovative workspaces.
- Flexible group insurance
- Competitive pension plan
- Stock purchase plan
- Vacation and wellness/personal development days
- Telemedicine
- Employee and family assistance program
- Ergonomic furniture program
- Performance bonus
- Discounts on iA products
- And much more!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
