Jobs in Canada

25+ jobs

Group jobs by employerEmail me new jobs Save this search

Added 1 min ago
Advanced DevOps Engineer - EA SPORTS™ TECHNOLOGY
Electronic Arts
Vancouver, BC
You will partner with the Operations Development Director and Technical Director to estimate, plan, and implement projects while delivering exceptional results. You have demonstrated…
Added 1 min ago
M
Senior Financial Analyst
Manulife
Toronto, ON · Montreal, QC
- Full-time
Reporting to the Director, Securities and Mortgage Accounting, the Senior Financial Analyst is a key member of the Securities and Mortgage Accounting team. This position is responsible for…
Added 1 min ago
Director, Financial Performance & Efficiency
Scotiabank
Toronto, ON
…efficient technology infrastructure that enable the Bank's business strategy and customer experience. The Strategic Portfolio Office (SPO) supports GTEP leadership through integrated…
Added 16 mins ago
OC
Regional Sales Manager, Eastern Canada
Oatey Company
Newmarket, ON
- Full-time
…can build a strong career in an innovative, inclusive, high-performance environment, with the confidence that your company cares - about you, our customers and our world. Ready to make an…
Added 16 mins ago
Store Director
Sephora
Lethbridge, AB
The compensation ranges between CAD$82,200.00 - CAD$102,700.00. In addition, you may be eligible for performance-based bonus opportunities, a competitive benefits program, and robust…
Added 16 mins ago
RI
Director, Resource Optimization
Rates Insurance Brokers
Welland, ON
- Full-time
Rates Insurance Brokers is hiring a Director, Resource Optimization to own how we forecast, schedule and staff in two very different operations: a complex inbound sales and service…
Added 16 mins ago
TA
Manager, Group Revenue Management
Transat AT
Montreal, QC
- Full-time
In collaboration with the Director, Revenue Management Planning, the Manager, Group Revenue Management ensures the performance of revenues related to the group segment by leading a team of…
Added 31 mins ago
CO
Job ID #32356: Manager, Capital Projects & Energy Management
City Of Hamilton
Hamilton, ON
- Full-time
Reporting to the Director, Corporate Facilities and Energy Management, the Manager, Capital Projects and Energy Management (CPEM) will provide dynamic motivational leadership in a…
Added 31 mins ago
I
Senior Systems Administrator - Infrastructure & Cloud
isgSearch
Toronto, ON · Greater Toronto Area, Canada
- $120,000 CAD / year
- Full-time
Reporting to the Director of Technology, this role keeps the server and infrastructure estate stable day to day while leading the technical side of the organization's modernization…
Added 31 mins ago
AS
Controller | Expressions of Interest
Accountant Staffing
NB · New Brunswick, Canada
- Full-time
…reporting processes, lead accounting teams, and support overall business…
Added 31 mins ago
VB
Financial Analyst
Vaco by Highspring
Fredericton, NB
- $65,000 to $80,000 CAD / year
- Full-time
Develop technical accounting, analytical and business-partnering skills with coaching from the Director of Finance.
Added 31 mins ago
A
Director of Finance
Altis
Canada
- Full-time
Compensation: $145,000 to $160,000 annually, plus a 10% to 25% performance-based bonus
Added 31 mins ago
EC
Manager, Operational Risk
East Coast Credit Union
Canada
- Full-time
Reporting to the Director, Operational Risk & Regulations, the Manager, Operational Risk leads East Coast Credit Union’s operational risk function and provides leadership to the Risk team.…
Added 31 mins ago
2
Associate Art Director
2K
Burnaby, BC
- $123,500 to $182,780 CAD / year
We’re looking for an experienced Associate Art Director to help translate the Art Director’s vision into cohesive, high-quality work across our internal teams and external partners. You…
Added 31 mins ago
Delivery Practice Manager, Public Sector Professional Services
Amazon
Vancouver, BC
…implement innovative solutions. You’ll routinely engage with Director, C-level executives, and governing boards, whilst being responsible for opportunity capture and driving engagement…
Added 46 mins ago
Director, Healing and Wellness
Tungasuvvingat Inuit
Ottawa, ON
Develops program-specific policies and procedures and reviews existing policies on an annual basis and recommends changes to the Executive Director.
Added 46 mins ago
S
Retail Development Specialist (12-Month Contract)
Shiseido
Markham, ON
- $65,000 to $75,000 CAD / year
- Contract
Must have strong computer skills: Advanced excel skills, Microsoft Office and/or iOS
Added 46 mins ago
SC
HRBP / HR Manager – People and Performance
SYSTRA Canada
Hamilton, ON
- Full-time
The People & Performance Manager serves as the strategic HR Business Partner to the Project Director of Design Integration within the Project LRT Alliance, supporting a complex three-way…
Added 46 mins ago
Manager, Financial Reporting and Analysis
MakeWay
Canada
…operational decisions across the organization. Reporting to the Director of Finance, this role partners with cross-functional teams including Executive Leadership, Strategic Programs,…
Added 46 mins ago
O
Infrastructure Engineering Level 3 (Manager-level)
OLG
Sault Ste. Marie, ON · Toronto, ON · Foster Drive Office
- Full-time
Reporting to the Director, Infrastructure Modernization you will be empowered to:
Added 46 mins ago
OH
Manager, Mental Health & Addictions CoE
Ontario Health
Toronto, ON
- Full-time
…will include the Ministry of Health, clinical programs, OH performance and accountability teams, Ontario Health regions, and external implementation and sector partners. With a focus on…
Added 1 hour ago
AT
Manager, Group Revenue Management
Air Transat
Montreal, QC
- Full-time
In collaboration with the Director, Revenue Management Planning, the Manager, Group Revenue Management ensures the performance of revenues related to the group segment by leading a team of…
Added 1 hour ago
AT
Manager, Group Revenue Management
Air Transat
Montreal, QC
- Full-time
In collaboration with the Director, Revenue Management Planning, the Manager, Group Revenue Management ensures the performance of revenues related to the group segment by leading a team of…
Added 1 hour ago
B
Technical Product Manager
BoomerangFX
Mississauga, ON
- $80,000 to $90,000 CAD / year
- Full-time
Location: Mississauga, Ontario - on-site, five days per week
Added 1 hour ago
A
Controller
Armco
Halifax, NS
- Full-time
…decisions with the best information possible. Reporting to the Director of Finance, the Controller will support the CFO and other senior leaders by overseeing and reviewing monthly,…

Rates Insurance Brokers

Director, Resource Optimization

Welland, ON, Canada

Full-time

Apply on LinkedIn About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Dec 12, 2026
Posting language: English
Posted: Nov 12, 2026

Original job description

About the Role

Rates Insurance Brokers is hiring a Director, Resource Optimization to own how we forecast, schedule and staff in two very different operations: a complex inbound sales and service operation driven by client demand, and an outbound contact team working against lead delivery targets.

Reporting to the Vice President and Principal Broker, you will lead the workforce management function and set the planning logic for each environment. Your forecasts and capacity models will show leadership where we are exposed, and what to do about it through hiring, training sequence or scheduling, before a gap reaches clients or prospects.

This is a seat at the leadership table. Your work informs budgets, hiring plans, lead pacing and growth decisions.

What You'll Own

Forecasting and capacity planning

Build and maintain short-, medium- and long-range volume forecasts for both operations, covering inbound contact patterns, outbound lead delivery schedules, follow-up and email workload, and known drivers such as renewals, campaigns and seasonality.
Model FTE and headcount requirements by team, accounting for shrinkage, AHT, blended workload (calls, follow-up and email) and target service levels.
Model lead pacing scenarios for the sales team, balancing conversion opportunity against lead abandonment and wait-time risk.
Own the utility factors and planning assumptions behind every model, and update and communicate them as the business changes.
Support budget cycles with headcount modelling and scenario analysis.

Scheduling and real-time management

Set scheduling standards and ensure optimized schedules are published 2–4 weeks ahead for service brokers, sales brokers and support staff, accounting for training blocks, meetings and follow-up time.
Govern schedule integrity and the accuracy of agent profiles, shifts, skills and workload configuration in Calabrio.
Direct intraday decisions (flex staffing, breaks, redeployment between teams) and real-time lead delivery pacing adjustments when staffing conditions change.

Performance and insight

Own KPI reporting for both units: service level, abandonment, occupancy, ASA, AHT and schedule adherence for service; lead contact rate, conversion, pacing attainment and abandonment for sales.
Find the intervals, queues, teams and channels with chronic misses, identify root causes and recommend corrective action.
Track actual volume against forecast continuously. When divergence is material, escalate early with the likely cause and a recommended response.
Surface agent-level outliers (AHT, adherence, occupancy, contact quality) to Team Leads and Directors so coaching happens in real-time.
Deliver daily, weekly and monthly workforce reporting for operational and executive audiences using Work-force platforms, Looker and Excel.

Long-range planning and risk

Maintain a rolling staffing outlook beyond the scheduling window, tracking projected capacity against anticipated volume trends.
Model the staffing impact of hiring timelines, onboarding ramp curves and attrition to give leadership early warning of at-risk periods.
Flag where current hiring plans fall short of forecasted demand and recommend adjusted timelines or interim mitigation.
Recommend upskill and training timing by region and funnel, based on internal and external business impacts.

Leadership and partnership

Act as the primary resource planning partner to the Directors of Sales, Service, and Contact Centre for day-to-day and strategic staffing needs.
Coordinate new hire onboarding and training schedules to limit service level impact.
Provide workforce data and modelling for business cases, budget cycles and strategic planning.
Drive continuous improvement: AHT reduction, follow-up workload management, skill-based routing, shift structure and adherence coaching opportunities, and bring forward current WFM best practices.

What You Bring

7+ years in workforce management, resource planning or contact center analytics, including 3+ years leading a team or function.
Hands-on experience with Calabrio or a comparable WFM platform, and with RingCentral or a similar cloud telephony and contact center platform.
Strong command of Looker or a comparable BI tool, and advanced Excel skills including data modelling and scenario analysis.
Deep understanding of workforce planning for blended, multi-channel environments: queued inbound voice, chat, unqueued direct email (inbound and outbound responses) and outbound calling. You can model total workload demand and turn it into accurate staffing requirements.
Proven ability to build forecasts and capacity plans that leadership uses to make hiring and budget decisions.
Sound judgment and attention to detail while managing competing priorities in a fast-moving environment.
A clear communicator who translates workforce data into plain-language recommendations for non-technical and executive audiences.
Experience building, coaching and developing analysts.

About Rates Insurance Brokers

Rates Insurance Brokers is Canada's fastest growing digital brokerage, part of Rates.ca Group Ltd, working with leading carrier partners to serve clients across Ontario, Alberta, and British Columbia. We work and live in Welland, ON, a growing community in the Niagara region. We also have a corporate office in Toronto.

A few of our perks ...

You get your Birthday off.
Full employer-paid benefits.
Wealthsimple RRSP Match.
Annual holiday festivities, free lunches and so much more.
Helping you help others with our paid volunteer programs.
Employee satisfaction survey for you to voice your opinion on working at Rates.ca Group Ltd.
Free access to LinkedIn Learning.
Lounge and games room: ping-pong, foosball and more.

The compensation package consists of a competitive salary, benefits, and an annual incentive bonus.

Rates.ca Group Ltd. is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates and we will accommodate people with disabilities throughout the recruitment and selection process. Applicants are encouraged to make their needs known in advance if accommodation is required.

We thank all applicants for their interest in a career with Rates.ca Group Ltd. Due to the volume of applications we receive, we may be unable to reply to all applicants. Only those candidates being considered are being contacted.

Apply on LinkedIn About employer

More about this job

Responsibilities

Lead workforce management and resource planning for inbound service and outbound sales operations, including forecasting, capacity modeling, scheduling, real-time staffing decisions, and long-range hiring outlooks. Own workforce performance reporting and partner with business leaders on budgets, staffing plans, operational improvements, and risk mitigation.

Requirements

Requires 7+ years of workforce management, resource planning, or contact center analytics experience, including 3+ years leading a team or function. Candidates should have hands-on experience with a WFM platform and cloud contact center tools, strong BI and advanced Excel skills, expertise in blended multi-channel planning, and the ability to communicate recommendations and develop analysts.

Skills

Workforce Management
Resource Planning
Forecasting
Capacity Planning
Staffing and Headcount Modeling
Scheduling Optimization
Real-Time Workforce Management
Contact Center Analytics
Calabrio
RingCentral
Looker
Advanced Excel
Scenario Analysis
Multi-Channel Workload Planning
KPI Reporting
Team Leadership and Coaching

Benefits

Birthday Off
Employer-Paid Benefits
RRSP Match
Annual Holiday Festivities
Free Lunches
Paid Volunteer Programs
Employee Satisfaction Survey
LinkedIn Learning Access
Lounge and Games Room
Annual Incentive Bonus

Visa sponsorship

Not detected in the job text

Keywords

Workforce Management
Resource Planning
Contact Center Analytics
Calabrio
RingCentral
Looker
Excel
Forecasting
Capacity Planning
FTE Modeling
Headcount Planning
Shrinkage
Average Handle Time
Service Levels
Lead Pacing
Schedule Adherence
Intraday Management
Skill-Based Routing
Inbound Voice
Outbound Calling
Chat
Email Workload
KPI Reporting
Scenario Analysis
Budget Planning
Onboarding and Training
Attrition Modeling
Workforce Reporting
Insurance Brokerage

Report this job

Work requirements

Jobs in Canada