WFM Analyst

Intact FC • Montreal, QC

1d • CA$59,300 - CA$72,500 • Hybrid

About The Position

The Workforce Planning team is the engine that aligns capacity with demand. We develop coverage plans, recommend hiring requirements and define key indicators to guide performance and support decision-making. The role Join a strategic shift: the growth of our activities and the implementation of a new telephony tool reinforce the Digital Distribution team's monitoring mandate. Your mission is to secure coverage from 8 a.m. to 8 p.m. (including Saturdays), optimize performance in real time and ensure rigorous execution to deliver the best customer and partner experience. You will evolve in an environment where collaboration and innovation translate into concrete action, and where your impact is directly seen in the fluidity of operations and the satisfaction of our partners.

Requirements

• University degree or college diploma (business, mathematics, statistics, economics, computer science, engineering) or any equivalent combination of training and experience.
• At least three years' experience in a workforce planning department.
• A passion and vision for innovation and leadership, reinforced by your background in business, mathematics or economics.
• Solid planning experience that demonstrates your ability to be a pillar of the team.
• Mastery of technical tools to fuel growth and proactivity.
• Persuasive communication and time management skills to thrive in a collaborative environment.
• Must have authorization to work in Canada.

Nice To Haves

• Proficiency in Nice-WFM, Verrint, Cisco and Avaya software (an asset).

Responsibilities

• Ensure that operations run smoothly, and that our service level targets are met, thereby consolidating our image with our partners.
• Lead the transformation of schedules into real time, enabling the team to maximize performance and shine through efficiency.
• Raise our standards by devising innovative strategies to anticipate needs and optimize customer satisfaction.
• Contribute to a culture of collaboration, generating analysis to promote operational improvement.
• Analyze daily predictions (TMT, calls and transactions received), analyze and adjust trends over the last few weeks.
• Protect and maintain operational harmony by acting as the first point of contact, providing clear and efficient support to users.

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 (ask how you could earn guaranteed income for life)
• 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%
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.
• Defined benefit pension plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree