Jobs in Canada

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Added 3 mins ago
LH
2600003012 - Registered Nurse
Lakeridge Health
Oshawa, ON
- Internship
Must have recent experience in the delivery and monitoring of conscious sedation to the patient within the Interventional Radiology program; · Must have a satisfactory performance record;
Added 3 mins ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
The Finance Director serves as a strategic business partner to the Leadership Team in support of Husky’s Global Service Business and Customer Success Management strategy. This role provides…
Added 3 mins ago
A
Chief Financial Officer
Aplin
Fort McMurray, AB
- Full-time
Provide executive oversight of Financial Services, Procurement, and Assessment and Taxation, ensuring effective, transparent, and accountable service delivery.
Added 3 mins ago
W
Principal Geotechnical Engineer, P.Eng. – Tailings and Dams
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Calgary, AB
- Full-time
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Integrity. We lead by example, with humility and courage.
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Ability to work the project schedule which may include weekends and/or night shifts
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EL
ELYSIS – Directeur(trice), Ressources humaines et Communications / Director, Human Resources & Communications
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Montreal, QC
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Principal Geotechnical Engineer, P.Eng. – Tailings and Dams
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Lead geotechnical engineering delivery for complex mining, tailings and dam projects, providing technical direction across the project lifecycle.
Added 4 mins ago
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Product Designer
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Toronto, ON
- Full-time
…in Figma, aligning with schedule and resource guidance from Delivery Leads and the Lead Product…
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Principal Geotechnical Engineer, P.Eng. – Tailings and Dams
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Lead geotechnical engineering delivery for complex mining, tailings and dam projects, providing technical direction across the project lifecycle.
Added 4 mins ago
W
Principal Geotechnical Engineer, P.Eng. – Tailings and Dams
Worley
Vancouver, BC
- Full-time
Lead geotechnical engineering delivery for complex mining, tailings and dam projects, providing technical direction across the project lifecycle.
Added 4 mins ago
W
Senior Technical Consultant, Geotechnical Engineer - Dams
Worley
Vancouver, BC
- Full-time
Reinforce consistent application of corporate and Service Line processes for safety, quality, engineering, business development and project delivery.
Added 4 mins ago
KM
Cyber Security Analyst (GTA)
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Mississauga, ON
- $62,800.26 to $90,276 CAD / year
- Full-time
Consistently brings new ideas for service improvement and increased efficiency to the team
Added 18 mins ago
UH
Analytics Lead
University Health Network
Toronto, ON
- Full-time
Cross-appointed between UHN’s Data Analytics and Gattuso Centre for Social Medicine programs, the Analytics Lead will play a critical role in shaping the initiatives within the Social…
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Project Director – Water and Wastewater
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- $240,000 to $270,000 CAD / year
- Full-time
In this role, you’ll lead the delivery of complex municipal water and wastewater infrastructure projects that make a lasting impact on communities across BC. This is an opportunity to bring…
Added 34 mins ago
Senior Manager, Contract Management
Toronto Community Housing or Toronto Seniors Housing
Toronto, ON
…work location is flexible, while considering operational and service delivery…
Added 34 mins ago
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Manager, Operations Integration Subways
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Oversee the planning, coordination and delivery of subway and LRT services, ensuring safe, effective and efficient customer movement, service levels, schedules and operational plans align…
Added 34 mins ago
VH
RPN - Hospital and Partnership Program (York Region)
VHA Home HealthCare
Vaughan, ON
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The successful candidate will work morning shifts (9:00 AM to 1:00 PM) and participate in a bi-weekly weekend rotation
Added 34 mins ago
VH
RPN - Hospital and Partnership Program (York Region)
VHA Home HealthCare
Toronto, ON · North York, ON
- Part-time
The successful candidate will work morning shifts (9:00 AM to 1:00 PM) and participate in a bi-weekly weekend rotation
Added 34 mins ago
M
Endpoint Systems Engineer
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Vancouver, BC
- Full-time
The successful candidate will be based in Vancouver, BC, with an expectation to be in the office at least three days per week
Added 34 mins ago
VH
RPN - Hospital and Partnership Program (York Region)
VHA Home HealthCare
Richmond Hill, ON
- Part-time
The successful candidate will work morning shifts (9:00 AM to 1:00 PM) and participate in a bi-weekly weekend rotation
Added 34 mins ago
VH
RPN - Hospital and Partnership Program (York Region)
VHA Home HealthCare
Markham, ON
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The successful candidate will work morning shifts (9:00 AM to 1:00 PM) and participate in a bi-weekly weekend rotation
Added 34 mins ago
VH
RPN - Hospital and Partnership Program (York Region)
VHA Home HealthCare
Newmarket, ON
- Part-time
The successful candidate will work morning shifts (9:00 AM to 1:00 PM) and participate in a bi-weekly weekend rotation

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