Overview

We’re looking for a Workforce Management Analyst to join our growing team at Intact.

What You’ll Do Here

• Ensure that service-level objectives are met on a daily, weekly and monthly basis.
• Monitor inbound and outbound calls in real time and adjust schedules as needed.
• Meet our service-level targets.
• Monitor service levels in real time.
• Optimize work schedules to meet growth, service quality and financial goals.
• Actual results and reporting
• Build reports to track daily operations for timely feedback
• Generate reports in a timely manner and ensure data integrity.
• Analyze daily forecasts (TMT, calls and transactions received), analyze and adjust trends over the past weeks.
• Analyze for coaching track to managers.
• Management of schedule modifications
• Monitor and control the scheduling email inbox.
• Manage proactive approval and denial of activ...