WFM Senior Analyst, Long Term Forecasting

Intact FC • Mississauga, ON

8d • CA$69,200 - CA$84,600 • Hybrid

About The Position

This role is for an experienced WFM professional who can convert operational signals into a clear, decision-focused view of the future. You will be assigned a specific region or department to support and will act as their workforce planning consultant. You will work closely with leaders and executives, so comfort presenting, advising, and influencing is essential. Success in this role requires strong collaboration across teams such as CDAT, Finance, Operations, and Training to align inputs, strengthen forecast quality, and support actionable planning.

Requirements

• Bachelor’s degree in a quantitative field (Mathematics, Statistics, Economics, Engineering, Computer Science, Business) or an equivalent combination of education and experience.
• 5-7+ years of relevant WFM forecasting and workforce planning experience in a contact centre and/or work-item environment; Claims experience is an asset.
• Strong forecasting fundamentals including trend and seasonality analysis, assumption management, scenario planning, and translating demand into capacity requirements.
• Strong consultative communication skills and executive presence, comfortable presenting monthly and influencing through clear assumptions and trade-offs.
• Advanced Excel skills
• Comfort using AI tools responsibly to support analysis, automate routine tasks, and strengthen storytelling and decision support.
• Strong stakeholder management skills with demonstrated ability to collaborate effectively across analytics, finance, operations, recruitment, and training partners.
• Strong organization and prioritization skills, with the ability to manage competing priorities in a fast-paced environment.
• A collaborative mindset that is compassionate, respectful, and committed to a safe and supportive workplace culture.
• For candidates located in Quebec, bilingualism (French and English) is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
• Must be eligible to work in Canada

Nice To Haves

• Familiarity with WFM platforms such as NICE is considered an asset.
• SQL, Snowflake, Power Query, and Power BI experience for working with large datasets, building repeatable transformations, and enabling scalable reporting.

Responsibilities

• Produce mid-term and long-term workload forecasts and capacity outlooks for your assigned region or department across monthly, quarterly, and annual horizons.
• Maintain and evolve WFM planner assumptions and inputs, recommending KPI adjustments and strategies based on trend shifts, seasonality, and business changes.
• Identify emerging risks and opportunities early, quantifying impacts to service outcomes and productivity.
• Build scenario and sensitivity analyses that make trade-offs clear, including staffing changes, shrinkage movement, workload mix, learning curves, and process impacts.
• Lead monthly forecast consultations with leaders and partners, delivering clear updates on drivers, outlook, recommendations, and task ownerships.
• Create structured planning and performance materials that are tailored to different stakeholder needs, from operational teams to senior leadership.
• Partner with operations and data teams to improve inputs, strengthen data quality, and evolve forecasting methods and measurement.
• Leverage emerging tools, including AI-enabled analysis, to accelerate insight generation, improve forecasting workflows, and enhance how results are communicated while maintaining strong judgment and data integrity.
• Document forecasting methodology, assumptions, and learnings to strengthen repeatability and continuous improvement.
• Exhibit excellence, work towards forecasting accuracy, and log decisions to ensure order and recommend to the business in the best knowledge we have.
• Coach junior team members and contribute to broader WFM projects as assigned.

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)
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.
• Pension offerings provide flexibility and long-term security for our employees beyond their careers.
• Defined benefit pension plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior