Workforce Optimization Analyst (Intraday Support) - Fall 2026 Co-op/Intern

Definity Insurance Company • Waterloo, ON

12d • Hybrid

About The Position

As a Workforce Optimization Co-op Analyst, you will play a key role in supporting the smooth and efficient operation of our contact centers. Working closely with our Intraday Analysts, you will gain hands-on experience in a fast-paced environment, learning the fundamentals of workforce management. Your primary focus will be on monitoring real-time service levels, managing daily staff schedules, and providing crucial support to ensure our teams are in the right place at the right time to meet customer demand. This is an excellent opportunity to develop analytical skills and contribute directly to our customer service success.

Requirements

• Currently enrolled in a post-secondary program, preferably in Business Administration, Operations Management, or a related field.
• Strong interest in data, analytics, and problem-solving.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational and time-management abilities.
• Proficient in Microsoft Office, especially Excel.
• A proactive and enthusiastic learner with a positive, team-oriented attitude.
• Ability to handle sensitive information with confidentiality.
• Successful clearance of a background check (including criminal checks and leadership references).

Responsibilities

• Assist Intraday Analysts in monitoring key contact center metrics in real-time, such as call volumes and queue lengths, to identify emerging trends.
• Help execute contingency plans during unexpected volume spikes or staffing shortages.
• Learn to use workforce management tools to track and report on service level performance.
• Manage and document intraday exceptions, including unplanned absences, late arrivals, and other schedule deviations.
• Support the coordination and communication of real-time schedule adjustments with team leaders and agents.
• Assist in processing and communicating decisions on overtime and time-off requests to help meet service level agreements (SLAs).
• Help prepare and maintain reports using tools like Excel to track daily performance and scheduling adherence.
• Provide administrative support to the Workforce Optimization team as needed.
• Participate in team meetings and contribute to initiatives aimed at improving scheduling processes and efficiency.

Benefits

• Meaningful work forwarding our purpose of building a better world by helping our clients and communities adapt and thrive in their hardest times of need.
• Culture of accountability, empowerment, and collaboration.
• Opportunities to support personal and professional growth through real-life experience and unique learning opportunities.
• Opportunity to join our employee groups - focused on women's empowerment, LGBTQ+, anti-racism and cultural equity, and environmental activism
• Determined to create positive change for our environment, our people, and our communities, now and in the future.

What This Job Offers

• Career Level: Intern
• Education Level: No Education Listed