Jobs in Canada

25+ jobs

Group jobs by employerEmail me new jobs Save this search

Added 1 min ago
Senior Delivery Manager
Lantern
Toronto, ON · Edmonton, AB
Exceptional communication, management, and client engagement skills, demonstrated through aligning stakeholders around project goals; strong problem-solving and systems thinking skills…
Added 1 min ago
Business Partner - Employee and Labour Relations
Okanagan College
Kelowna, BC
…College-wide labour relations support and consistent People Services…
Added 1 min ago
Bilingual Technology Change & Adoption Specialist
GardaWorld
Montreal, QC
If you enjoy the combination of change management, technology and hands-on delivery, this may be the opportunity for you.
Added 1 min ago
Lead Full Stack Engineer
Scotiabank
Toronto, ON
…the client and account onboarding platforms for Scotia Wealth Management. Our group consists of several agile teams working closely together to deliver, support, and maintain the client and…
Added 1 min ago
I
Operations Coordinator
Intelcom
Rimouski, QC
- Part-time
Support and assist shipping, receiving, dispatching, and inventory management
Added 1 min ago
Director, Financial Performance & Efficiency
Scotiabank
Toronto, ON
The Director, Financial Performance & Efficiency is responsible for leading the financial performance management and efficiency agenda across GTEP. The role provides an integrated view of…
Added 1 min ago
Senior Security Engineer
Scotiabank
Toronto, ON
Drive delivery of key solution deliverables spanning multiple domains from cloud and application development to AI agentic development and automation.
Added 1 min ago
IC
DevSecOps, Specialist
Interac Corp.
Toronto, ON · Interac Corp. Head Office
- Full-time
…tools and environments that support secure, reliable software…
Added 1 min ago
I
Package Handler- Warehouse - Seasonnal - day(10h am -14ham)
Intelcom
Saguenay, QC · Chicoutimi
- Part-time
A minimum of 3 days per week (2 weekdays + 1 weekend) – more availability
Added 1 min ago
Letter Carrier - Delivery Agent - Lindsay
Canada Post - Postes Canada
Kawartha Lakes, ON · Lindsay, ON
Business Function: Delivery Agent or Letter Carrier
Added 1 min ago
BP
Cleaner - Park Village - Part-Time
Broadstreet Properties LTD
Portage la Prairie, MB
- Part-time
Broadstreet Properties Ltd. is a family owned and operated property management company partnered with Seymour Pacific Developments, that manage multi-family residential communities. We are…
Added 1 min ago
Project Controls Specialist
Hatch
Mississauga, ON
Our Project Delivery Group (PDG) is a dynamic team of professionals passionately committed to world-class project delivery across the globe. With expertise in sustainable studies, asset…
Added 1 min ago
KL
Registered Practical Nurse - Evenings (Part-Time)
Kindera Living
Tecumseh, ON
- Part-time
Must have a clear vulnerable sector screen, no older than 6 months, TB test results less
Added 1 min ago
BG
Registered Practical Nurse - Days (Part-Time)
Banwell Gardens Care Centre
Tecumseh, ON
- Part-time
Must have a clear vulnerable sector screen, no older than 6 months, TB test results less
Added 1 min ago
KL
Registered Nurse (Casual)
Kindera Living
Mississauga, ON
- Full-time
…expected to coordinate and oversee all aspects of resident focused delivery of care. Registered Nurse should also promote the values, goals, and philosophy of the…
Added 1 min ago
BIM Technician - Systems (Security, Communications and AV)
Smith + Andersen
Vancouver, BC
…supporting the continuous improvement of modeling practices and delivery…
Added 1 min ago
C
Business Applications Specialist
Computershare
Toronto, ON
- Full-time
…developing valuable technical, business analysis, and project delivery skills. We offer a flexible working environment, ongoing learning opportunities, and a culture that encourages…
Added 1 min ago
C
Home Centre Driver (Part-Time) - Red Deer - Central Alberta Co-op
Co-op
Red Deer, AB
- Part-time
Added 1 min ago
C
Contractor Sales - Professional Services
Co-op
Nipawin, SK
- Full-time
…materials, coordinate quotes, and manage orders from inception to…
Added 1 min ago
CS
Instructor, Foundations of Medicine and Healthcare (Ottawa)
Circuit Stream
Ottawa, ON
- $1,500 to $1,650 CAD / week
- Contract
Create an inclusive, positive classroom environment and use appropriate behavior-management techniques to reinforce expectations, rules, and safety requirements.
Added 1 min ago
Intermediate Civil Design Technologist
WSP
Winnipeg, MB
…Canada, including roads, residential developments, stormwater management and pipe…
Added 1 min ago
Early Professional, Mechanical Engineering
WSP
Thunder Bay, ON
Support the design and delivery of mechanical systems for multidisciplinary engineering projects.
Added 2 mins ago
K
Product Owner
Kelly
Montreal, QC
- Contract
The role involves end-to-end product ownership, including product vision, roadmap, backlog management, prioritization, delivery, and performance optimization.
Added 16 mins ago
E
Senior Account Executive
Equifax
Montreal, QC · CAN - Montreal
- Full-time
…increase customer satisfaction and loyalty) and to ensure that delivery of those solutions is generating the outcomes desired by the financial institutions they interact…
Added 16 mins ago
Lead Consultant - Data Architecture & Engineering
GHD Group Pty Ltd
Toronto, ON
This role will lead client engagements, shape and sell new work, and provide technical and delivery leadership across complex data and AI programs.

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