Drive operational efficiency as a WFM Analyst at Intact, utilizing your expertise in workforce planning and performance optimization. This role involves a flexible hybrid work arrangement and requires strategic thinking.
As part of the Workforce Planning team at Intact, you will align capacity and demand to manage real-time performance effectively. This position demands three years of experience in workforce planning, along with proficiency in industry-related software like Nice-WFM and Cisco. Collaborate with the Digital Distribution team to secure optimal coverage and enhance customer satisfaction during operating hours.
Key Responsibilities:
• Develop coverage plans to meet service level targets
• Lead real-time performance optimization efforts
• Innovate strategies for improved customer satisfaction
• Analyze daily call predictions and trends
• Provide critical support as the primary contact for operational queries
Requirements:
• Bachelor’s degree or equ...