We value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!
1 - SVL Management (daily/weekly/monthly) (5%)
Identify risks to capacity, forecasts and overall service levels
Balance and organize workforce requirements according to peak periods (weeks, days and hours) and business objectives
Develop strategies to ensure that regional service levels are met; be proactive in finding solutions
2 - Analysis & Recommendations (45%)
Continuously analyze latest trends and revise forecasts as required
Assist with developing strategies and projects to ensure service levels are met
Identify/review underlying causes of gaps in productivity performance
Build scenarios that maximize capacity
Analyze and forecast inbound calls projections and KPIS on a yearly, quarterly, monthly, weekly basis
Assist in updating the WFM planner for respective region providing input for adjustments to upcoming months KPI’s
Provide recommendations to WFM Manager
Identify optimal allotment for vacation days throughout the year
Manage WFM Master database ensuring the integrity of the data is maintained
3 - Business Partner Relationships (15%)
Discuss recommendations for performance improvement with Managers, Directors and VP
Oversee & lead weekly/monthly meetings with management and analysts
Present and implement new work processes as seen fit
Ensure strong communication link between Operations and WFM
4 – Projects, Reporting & WFM Support (35%)
Assist with Implementation of WFM/Telephony related projects
Oversee the Addition, subtraction and modification of skillsets and applications based on routing table
Manage all existing reports, ensuring they are generated and delegating where necessary
Actively identify ways to improve and automate generated reports
Oversee, document and lead shift bid and vacation bid process
Provide support to analysts for scheduling and realtime management
Regular communication with analysts to gather feedback and recommendations on processes
Assist other departments with any WFM related questions
Provide constructive feedback and develop team members’ skills
Delegate tasks to team members fitting the appropriate skill level
University degree preferred or equivalent experience
Knowledge of workforce planning
Knowledge of workforce planning tools
Knowledge Avaya, IEX/Aspect or other call management tool
Word, Power point, Advanced Excel, Access Data base, SQL
We are an Equal Opportunity Employer
At Intact, our values guide everything that we do. We celebrate our differences and appreciate our similarities. That’s why we are committed to building an inclusive and inspiring environment for all employees.
If you need a specific accommodation during the recruitment process, please let us know and we will be happy to provide.
Before receiving a job offer, you may be asked to consent to a background check if it’s a requirement for the role. This may include: verifying work references, validating education and credentials, employment verification, identity checks, reviewing credit reports, as well as criminal and driving record checks.
For internal candidates, you can apply for a posted position if you have been in your current position for at least 12 months and are performing at a satisfactory level. Please note we may have identified other internal candidates through our Employee Development Program, and that the selection process may also be opened to external applicants.
This posting closes on July 18, 2019
Eligibility to work in Canada
It’s important that you are legally eligible to work in Canada at the time an offer of employment is made. You may be requested to provide proof of eligibility at that time.