Jobs in Canada

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Added 1 min ago
N
PAYROLL SUPERVISOR
Nabors
NL · St John'S, NL
- Full-time
Payroll, Benefits & Employee Lifecycle Operations
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
R
Quality Control Technologist - industrial engineering
Ralmax
Esquimalt, BC · Point Hope Maritime, Victoria, British Columbia
- Full-time
Perform coating and surface-preparation inspections, including lead-paint screening using XRF equipment when required.
Added 1 min ago
LH
Part Time Floor Leader - West 4th
Lush Handmade Cosmetics
Vancouver, BC
- Part-time
Your day-to-day will be spent on the shop floor, where you'll lead and inspire a team of sales associates to achieve and surpass their goals. By fostering a culture of passion and…
Added 2 mins ago
M
Executive Chef
Marriott
Quebec, QC
- Full-time
Accountable for overall success of the daily kitchen operations. Exhibits culinary talents by personally performing tasks while leading the staff and managing all food related functions.…
Added 16 mins ago
RT
Manager, Philanthropic Writing & Reporting
Raising The Village
Remote, Canada
- Full-time
- Remote
Reports To: Director, Growth Operations & Strategy
Added 16 mins ago
PF
Responsable de l'architecture logicielle | Head of Software Architecture
Power Factors
Remote, Canada
- Remote
Added 16 mins ago
Server Liaison - JOEY Burrard
JOEY Restaurants
Vancouver, BC
You are creative, risk-taking, visionary and cutting edge. You choose to lead.
Added 16 mins ago
W
(CAN) Co-Manager
Walmart
Chilliwack, BC
- Full-time
To support the Store Manager in the management of store operations according to Company guidelines and lead Associates to ensure friendly, helpful service and drive profitable store sales.…
Added 16 mins ago
Store Director
Sephora
Lethbridge, AB
…the world. Our constant innovation, our ability to see and lead trends, and our focus on providing an outstanding customer experience make us the most-loved beauty community and top of mind…
Added 17 mins ago
CO
Job ID #32355: Superintendent Transit Vehicle Maintenance
City Of Hamilton
Hamilton, ON
- Full-time
At the time of application, must possess a current and valid 310T Truck and Coach Licence
Added 17 mins ago
CN
Senior Accountant
Caldic North America
Mississauga, ON
- $70,000 to $95,000 CAD / year
- Contract
Scope: The Sr. Accountant is responsible to lead the cost accounting function. The individual is responsible for analyzing direct costs that impact material margin as well as providing…
Added 17 mins ago
BC
Intermediate Process Engineer – Mining and Metals
BBA Consultants
Timmins, ON
- Full-time
Asset: operations and/or consulting experience
Added 17 mins ago
RI
Director, Resource Optimization
Rates Insurance Brokers
Welland, ON
- Full-time
…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…
Added 17 mins ago
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Senior Coordinator, Regional Health & Safety (Temporary)
Glencore
Sparwood, BC
- $90,000 CAD / year
- Temporary
EVR is proud to be part of the Glencore Group, contributing to a global portfolio of operations with a history that dates back more than 100 years in Canada .
Added 17 mins ago
CC
Gestionnaire chaîne logistique et opérations
Cerco Cable Canada
Dorval, QC
- Full-time
Relevant du vice-président Opérations et chaîne d’approvisionnement, le ou la gestionnaire(e) logistique et opérations joue un rôle clé dans le flux des marchandises de Cerco Cable, de…
Added 17 mins ago
A
Spécialiste des Systèmes de Freinage / Braking System Specialist
Airbus
Montreal, QC
- Full-time
…Chaîne d’Assemblage Finale (CAF), aux Essais en Vol et lors des opérations En…
Added 17 mins ago
D
Gestionnaire de succursale / Branch Manager
Dexter
Longueuil, QC
- Full-time
Superviser les opérations quotidiennes de distribution, déléguer les tâches et responsabiliser l’équipe afin d’optimiser la performance de la succursale.
Added 17 mins ago
WI
BIM Coordinator
WSP in Canada
Toronto, ON
- Full-time
The BIM Coordinator will take part in industrial and mining project operations for the Resources sector and support the Project BIM Manager’s strategy by managing day-to-day BIM-VDC…
Added 17 mins ago
LF
Part Time Floor Leader - West 4th
Lush Fresh Handmade Cosmetics North America
Vancouver, BC
- Part-time
Your day-to-day will be spent on the shop floor, where you'll lead and inspire a team of sales associates to achieve and surpass their goals. By fostering a culture of passion and…
Added 17 mins ago
Senior Buyer Planner
Acuity Inc.
Terrebonne, QC
End-to-End Purchasing Cycle Management: Lead the entire process, from issuing requests for quotation (RFQs) and conducting comparative bid analyses through purchase order placement,…
Added 17 mins ago
Senior Business Analyst / Functional Lead – Insurance Policy Administration
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Toronto, ON
Lead Requirements Definition: Facilitate discovery workshops and lead requirements analysis, documentation, validation and traceability across business, actuarial, operations, technology…
Added 31 mins ago
OR
Pricing, Communications and POS Lead
OSL Retail Services Inc
Mississauga, ON
- Other
We are seeking a Pricing Communications and POS Lead. Reporting to the GTM & Sales Enablement Manager, our ideal candidate is responsible for managing pricing, promotions, and communication…
Added 31 mins ago
EC
Future Leaders Program – Management Trainee
EMCO Corporation
Saskatoon, SK · Surrey, British Columbia
- Full-time
Launch Your Career. Learn the Business. Lead Your Own Team.
Added 31 mins ago
EM
Automotive Detailer
Enterprise Mobility
Belleville, ON
- $18.65 CAD / hour
- Full-time
…the industry. As an Auto Detailer and Car Washer, you will lead our commitment to exceptional cleaning practices, exceeding standard protocols to ensure the health and safety of…

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