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Added 10 mins ago
Senior FP&A Analyst
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Full-time
What if your financial expertise could directly influence the decisions shaping Coveo’s revenue growth? As a Senior FP&A Analyst supporting our Sales and Customer Experience teams, you’ll…
Added 10 mins ago
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$100,000 to $105,000 CAD / year
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Contract
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Added 26 mins ago
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Added 26 mins ago
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Added 56 mins ago
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Added 1 hour ago
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Added 5 hours ago
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Added 8 hours ago
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Added 12 hours ago
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Added 12 hours ago
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belairdirect

Analyste, planification des effectifs

St. John's, NL, Canada
Greater St. John's Metropolitan Area, Canada

Job type: Full-time
Apply by: Oct 30, 2026
Experience: 1-3 years’ experience in a workforce management or workforce planning environment will be considered an asset.
Posting language: English · French
Posted: Sep 30, 2026

Apply About employer

Applications open in a new tab.

Original job description

English section of this bilingual listing.

We’re looking for an Analyst, Workforce Management to join our team!

In this role, you’ll help ensure the right people are in the right place at the right time by monitoring operations, analyzing workforce data and supporting informed staffing and scheduling decisions. You’ll work closely with Workforce Management and operational leaders to maintain service levels and drive continuous improvement.

This hybrid position is available in our St. John's, NL (10, Factory Lane) office.

What You’ll Do Here

Real-Time Workforce Management

Monitor inbound and outbound call volumes, service levels and staffing in real time.
Identify emerging service level or staffing risks and take appropriate real-time actions or provide escalation recomentations to operational leaders.
Make schedule adjustments as needed to support service level targets.
Manage schedule modifications and activity changes.
Monitor and complete WFM Helpdesk tickets.
Review, approve or deny proactive activity requests.

Reporting and Analysis

Prepare and distribute timely, accurate reports on daily operations.
Track actual results against forecasts and service level objectives.
Ensure data integrity across reports and operational systems.
Review trends from previous weeks and adjust forecasts or staffing recommendations as required.
Identify opportunities for operational improvement and provide actionable insights to leaders to support staffing, performance and operational decisions.

Workforce Planning and Optimization

Optimize employee schedules to support business growth, service quality and financial objectives.
Partner with the WFM team and operational leaders to identify staffing, scheduling and service level opportunities.
Contribute to achieving service level objectives on a daily, weekly and monthly basis.

What You Bring To The Table

University degree or college diploma in business, mathematics, statistics, economics, computer science, engineering or a related field, or any combination of training and experience deemed relevant for the role.
1-3 years’ experience in a workforce management or workforce planning environment will be considered an asset.
Proficiency with workforce management and contact-center platforms such as Aspect, NICE WFM, Verint or Avaya an asset.
Strong analytical and problem-solving skills, with the ability to interpret workforce data, identify operational improvements and recommend practical solutions.
Proficiency in Microsoft Excel, including pivot tables, lookup and comparison functions, conditional formulas and macros.
Excellent written and verbal communication skills, with the ability to clearly present information and recommendations to operational leaders.
A collaborative, proactive and solutions-oriented approach to work.
Strong organizational and time-management skills, with the ability to prioritize competing demands and respond effectively in a fast-paced environment.
Ability to work independently while contributing effectively as part of a team.
No Canadian work experience required; however, candidates must be legally eligible to work in Canada.

Hybrid

Ce poste jouera un rôle essentiel au sein de notre équipe. | This position will fill an essential role in our team.

Read the full bilingual original

Nos équipes sont au coeur de tout ce que nous faisons. Ensemble, nous aidons les gens, les entreprises et la société à aller de l’avant dans les bons moments et à être résilients dans les moments difficiles.

Notre promesse aux employés, c’est ce qu’Intact vous promet en échange de votre engagement à vivre nos valeurs, à donner le meilleur de vous-mêmes, à être ouverts au changement et à vous investir dans votre carrière. Nous vous promettons de vous soutenir et de vous offrir des occasions de développement et des avantages financiers axés sur la performance dans un milieu de travail où vous pouvez façonner l’avenir, réussir en équipe et évoluer avec nous.

La rémunération chez Intact, c’est plus qu’une paie.

Aménagements de travail flexibles et formule de travail hybride
Possibilité d’acheter jusqu’à cinq jours de vacances additionnels par année
Autres avantages sociaux visant à soutenir votre bien-être mental et physique, incluant des soins de santé virtuels, un compte de dépenses mieux-être, et plus encore.
RAAE et autres possibilités d’épargne : jusqu’à 12 % du salaire, voire plus (renseignez-vous sur la possibilité d’un revenu de retraite garanti à vie)

Échelle Salariale (sans S’y Limiter)

59,300 - 72,500

Boni annuel cible, basé sur le salaire de base, avec un versement potentiel pouvant aller jusqu’au double de la cible (selon la performance individuelle de l’employé et les résultats financiers de l’entreprise)

7.5%

Pour honorer notre promesse de réussir en équipe, nous partageons les fruits de notre succès avec nos employés par l’entremise d’un programme de bonis annuels et d’un régime d’achat d’actions des employés (RAAE), dans le cadre duquel Intact verse une cotisation correspondant à 50 % des actions nettes achetées par l’employé.

Nos régimes de retraite sont flexibles et offrent une sécurité à long terme pour nos employés après leur carrière. Nous sommes l’une des rares entreprises à toujours offrir un régime de retraite à prestations déterminées qui assure un revenu de retraite garanti à vie.

Le salaire de la personne retenue pour ce poste sera déterminé selon un ensemble de facteurs, dont : l’expérience professionnelle, les compétences, la contribution anticipée quant au poste, l’équité interne, etc. L’échelle salariale présentée ci-haut est pour une semaine de travail de 35 heures et pourrait s’appliquer à la majorité des différents profils de candidats, mais nous encourageons les candidats se situant en dehors de cette zone salariale à postuler.

À propos du poste

We’re looking for an Analyst, Workforce Management to join our team!

In this role, you’ll help ensure the right people are in the right place at the right time by monitoring operations, analyzing workforce data and supporting informed staffing and scheduling decisions. You’ll work closely with Workforce Management and operational leaders to maintain service levels and drive continuous improvement.

This hybrid position is available in our St. John's, NL (10, Factory Lane) office.

What You’ll Do Here

Real-Time Workforce Management

Monitor inbound and outbound call volumes, service levels and staffing in real time.
Identify emerging service level or staffing risks and take appropriate real-time actions or provide escalation recomentations to operational leaders.
Make schedule adjustments as needed to support service level targets.
Manage schedule modifications and activity changes.
Monitor and complete WFM Helpdesk tickets.
Review, approve or deny proactive activity requests.

Reporting and Analysis

Prepare and distribute timely, accurate reports on daily operations.
Track actual results against forecasts and service level objectives.
Ensure data integrity across reports and operational systems.
Review trends from previous weeks and adjust forecasts or staffing recommendations as required.
Identify opportunities for operational improvement and provide actionable insights to leaders to support staffing, performance and operational decisions.

Workforce Planning and Optimization

Optimize employee schedules to support business growth, service quality and financial objectives.
Partner with the WFM team and operational leaders to identify staffing, scheduling and service level opportunities.
Contribute to achieving service level objectives on a daily, weekly and monthly basis.

What You Bring To The Table

University degree or college diploma in business, mathematics, statistics, economics, computer science, engineering or a related field, or any combination of training and experience deemed relevant for the role.
1-3 years’ experience in a workforce management or workforce planning environment will be considered an asset.
Proficiency with workforce management and contact-center platforms such as Aspect, NICE WFM, Verint or Avaya an asset.
Strong analytical and problem-solving skills, with the ability to interpret workforce data, identify operational improvements and recommend practical solutions.
Proficiency in Microsoft Excel, including pivot tables, lookup and comparison functions, conditional formulas and macros.
Excellent written and verbal communication skills, with the ability to clearly present information and recommendations to operational leaders.
A collaborative, proactive and solutions-oriented approach to work.
Strong organizational and time-management skills, with the ability to prioritize competing demands and respond effectively in a fast-paced environment.
Ability to work independently while contributing effectively as part of a team.
No Canadian work experience required; however, candidates must be legally eligible to work in Canada.

Hybrid

Ce poste jouera un rôle essentiel au sein de notre équipe. | This position will fill an essential role in our team.

Égalité d’accès à l’emploi

Le respect est une des valeurs d’Intact. Pour nous, cela veut dire voir la diversité comme une force. Nous veillons à offrir un milieu de travail accessible où tout le monde se sent valorisé, inclus et encouragé à partager son point de vue unique.

Nous encourageons les candidatures de personnes appartenant à des groupes dignes d’équité, notamment les femmes, les Autochtones, les personnes handicapées, les personnes noires et les personnes faisant partie de la communauté 2ELGBTQI+.

Dans le cadre de l’engagement d’Intact envers la réconciliation, nous reconnaissons que nous travaillons, nous nous réunissons et voyageons dans un territoire habité à l’origine par les Premières Nations, les Métis, les Inuits, appelé aujourd’hui Canada. Cette histoire s’étend sur plusieurs siècles et continue d’évoluer aujourd’hui.

Nous avons mis en place des politiques qui visent à assurer aux personnes handicapées l’égalité d’accès et de participation, entre autres grâce à des mesures d’adaptation (accommodements) en milieu de travail. Un exemplaire de ces politiques est disponible sur demande.

Si nous pouvons rendre le processus de recrutement plus accessible pour vous, n’hésitez pas à nous le dire quand nous vous ferons part d’une possibilité d’emploi. Nous travaillerons avec vous pour répondre à vos besoins.

Consultez cette page pour en savoir plus sur notre processus de recrutement et votre parcours de candidat ou de candidate.

Si vous travaillez déjà pour Intact ou belairdirect, veuillez postuler à ce poste sur notre site carrière interne.

Merci de prendre note qu'Intact n'offre ni parrainage ni soutien concernant les démarches d'immigration, y compris, mais sans s'y limiter, les permis de travail fermés liés à l'entreprise. Les candidats doivent être admissibles à travailler au Canada à compter de la date prévue de leur entrée en fonction et durant toute la période de leur emploi. De plus, ils demeurent les seuls responsables de maintenir leur admissibilité au travail.

Apply About employer

More about this job

Responsibilities

Monitor call volumes, service levels, staffing, and schedule changes in real time, taking action or escalating risks to operational leaders. Prepare operational reports, analyze trends and forecasts, optimize schedules, and recommend improvements to support service quality and business objectives.

Requirements

A degree or college diploma in a relevant field, or equivalent relevant training and experience, is requested; 1–3 years of workforce management or planning experience is an asset. Candidates should have strong analytical, Excel, communication, organizational, and problem-solving skills; familiarity with workforce management platforms is an asset, and applicants must be legally eligible to work in Canada.

Skills

Real-Time Workforce Management
Workforce Planning
Workforce Scheduling
Contact Center Operations
Data Analysis
Forecasting
Service Level Monitoring
Staffing Optimization
Microsoft Excel
Pivot Tables
Lookup Functions
Conditional Formulas
Macros
Reporting
Problem-Solving
Communication

Benefits

Flexible Work Arrangements
Hybrid Work
Additional Vacation Purchase
Virtual Health Care
Wellness Spending Account
Employee Share Purchase Plan
Retirement Savings Plan
Defined Benefit Pension Plan
Annual Bonus

Visa sponsorship

Not detected in the job text

Keywords

Workforce Management
Workforce Planning
Real-Time Management
Contact Center
Call Volumes
Service Levels
Staffing
Scheduling
Forecasting
Operational Reporting
Data Integrity
Trend Analysis
Schedule Optimization
Operational Improvement
Microsoft Excel
Pivot Tables
Lookup Functions
Conditional Formulas
Macros
Aspect
NICE WFM
Verint
Avaya
Insurance
Hybrid Work

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