Job Description
About the role
As a Workforce Management Analyst, you will play a key role in the daily operations of our contact centers. You will be responsible for monitoring, analyzing, and adjusting activities in real-time to ensure compliance with service levels, performance agreements, and customer satisfaction.
What you'll do here:
Monitor queues, key performance indicators (KPIs), and service levels in real-time.
Suggest and implement immediate operational adjustments.
Actively communicate with internal and external partners to optimize resource allocation.
Identify planning discrepancies and address anomalies.
Support teams in case of disruptions (outages, unexpected influx, widespread absences, etc.).
Maintain dashboards, produce reports, and document interventions.
Collaborate with planning analysts to optimize monitoring practices.
What you bring t...
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