Jobs in Canada

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Added 5 mins 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 5 mins 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 20 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 35 mins ago
OR
Pricing, Communications and POS Lead
OSL Retail Services Inc
Mississauga, ON
- Other
Added 35 mins ago
SA
Manager Clinic Operations
Schroeder Ambulatory Centre
Richmond Hill, ON
- Full-time
Reporting to the Director of Clinics, Perioperative and Procedures, this role is responsible for providing strategic, operational and clinical leadership to a multidisciplinary team in…
Added 35 mins ago
PE
Site Safety & Training Manager
Paladin Energy
Island Lake South, AB
- Full-time
…associated facilities in northern Saskatchewan. Reporting to the Director, HSE & Regulatory Relations, this is a high-impact field leadership role for a safety professional who can combine…
Added 35 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 35 mins ago
YS
Bilingual Youth Worker, Sherwood
Youth Services Bureau of Ottawa
Ottawa, ON · Osgoode Ward, ON
- $64,646.4 to $77,604.8 CAD / year
- Full-time
Must be able to work rotational shiftwork
Added 36 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 36 mins ago
OW
Oliver Wyman - Sr. Analyst, Associate Team Lead; Team Lead; Director-Data and Analytics (DNA) - Toronto
Oliver Wyman Group
Toronto, ON
- Other
Associate Team Leaders and Team Leaders would typically work on one project at a time. A Director would typically work on two smaller assignments or one large, more complex one
Added 50 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 50 mins ago
LQ
Quality Control Technician
LM Quality Staffing Inc.
Brampton, ON
- Other
Conducts the issuance and posting for all MO’s and flags any inventory discrepancies to the Director of Food Safety and Quality for Investigation.
Added 50 mins ago
PR
Construction Project Coordinator
Pacific Reach
Vancouver, BC
- $65,000 to $85,000 CAD / year
- Full-time
Reporting to the Director of Construction, the Construction Project Coordinator supports the
Added 50 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 50 mins ago
O
Infrastructure Engineering Level 3 (Manager-level)
OLG
Sault Ste. Marie, ON · Toronto, ON · Foster Drive Office
- Full-time
…others; and ensuring technical quality, reliability, automation, risk mitigation, lifecycle management, platform optimization, operational resilience, and the adoption of emerging…
Added 50 mins ago
OH
Manager, Mental Health & Addictions CoE
Ontario Health
Toronto, ON
- Full-time
Translate strategy into action: Work with the Director to translate multi-year priorities into operational plans, deliverables and accountabilities.
Added 1 hour ago
Senior Manager, Athlete Council and Representation/ Responsable principal, Conseil des sportifs et représentation
World Anti-Doping Agency
Montreal, QC
Working closely with the Director, Athlete Engagement, the role supports the Council’s leadership and priorities, facilitates the development and Council-led implementation of its Action…
Added 1 hour ago
BW
Registered Nurse (RN), Families In Recovery Program (FIR)
BC Women's Hospital and Health Centre
Vancouver, BC
- $41.42 to $59.52 CAD / hour
- Full-time
…dermatology problems. Also provides counseling on reduction of risk behaviours which can result in infants being born with neonatal abstinence syndrome (NAS) or fetal alcohol syndrome…
Added 1 hour ago
ED
Director, Structured and Project Finance - Infrastructure -EN 608
Export Development Canada | Exportation et développement Canada
Remote, Canada
- $178,118 to $237,490 CAD / year
- Full-time
- Remote
Position: Director, Structured and Project Finance - Infrastructure
Added 1 hour ago
ED
Director, Structured and Project Finance - Infrastructure -EN 608
Export Development Canada | Exportation et développement Canada
Remote, Canada
- $178,118 to $237,490 CAD / year
- Full-time
- Remote
Position: Director, Structured and Project Finance - Infrastructure
Added 1 hour ago
ED
Director, Structured and Project Finance - Infrastructure -EN 608
Export Development Canada | Exportation et développement Canada
Remote, Canada
- $178,118 to $237,490 CAD / year
- Full-time
- Remote
Position: Director, Structured and Project Finance - Infrastructure
Added 1 hour ago
TS
Key Account Manager
The Staffing Alternative
ON · Etobicoke (Mimico NW / The Queensway West / South of Bloor / Kingsway Park South West / Royal York South West), Ontario
- Full-time
…targets, relationship development, competitive positioning and risk…
Added 1 hour ago
BC
Quality and Patient Safety Consultant
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Director, Quality, Patient Safety & Experience, this position collaborates with clinical and corporate leadership to work on initiatives targeting improvements in…
Added 1 hour ago
BP
Head of Operations
Breakline Partners
Canada
- Full-time
Career progression into Chief Operating Officer (COO), Managing Director, General Manager, or other executive leadership positions.
Added 1 hour ago
CC
Senior Manager Commodity Tax
Corporate Consultants
Toronto, ON
- $120,000 to $140,000 CAD / year
- Full-time
Reporting to the Senior Director, Commodity Taxes, the Senior Manager, Commodity Tax will be responsible for providing strategic and technical commodity tax leadership, including…

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

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Jobs in Canada