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Added 2 mins ago
R
Quality Control Technologist - industrial engineering
Ralmax
Esquimalt, BC · Point Hope Maritime, Victoria, British Columbia
- Full-time
Point Hope Maritime Ltd. is a full-service shipyard based in Victoria, British Columbia, specializing in vessel repair, maintenance, refits, and marine fabrication. With over 150 years of…
Added 2 mins ago
Account Manager
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Analyze trends within the customer base and understand market conditions to develop plans that maximize revenue potential
Added 2 mins ago
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Moncton, NB
Deliver proactive and reactive technical expertise with a hands-on approach, addressing issues and improvements for Branch Staff
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Lead Full Stack Engineer
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…will work as part of a team to ensure that the business and technical architecture of the delivered solution matches business requirements. You will be asked to take technical lead on…
Added 2 mins ago
Director, Financial Performance & Efficiency
Scotiabank
Toronto, ON
…infrastructure that enable the Bank's business strategy and customer experience. The Strategic Portfolio Office (SPO) supports GTEP leadership through integrated strategy, financial…
Added 2 mins ago
Client Service Specialist, Agriculture Commercial Banking (Winnipeg, MB)
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Deliver quality customer experiences while adhering to service level agreements and escalating when required.
Added 2 mins ago
Senior Security Engineer
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The Senior Security Engineer, Security Engineering will be responsible for providing technical leadership within a diverse team of cloud security engineers, leveraging industry leading SDLC…
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Senior Customer Experience Associate - Langley, BC (37.5Hours/Week)
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…Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey…
Added 2 mins ago
Climate Change Analyst
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…across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and…
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Contractor Sales - Professional Services
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- Full-time
High school diploma, customer service experience especially in the Co-operative Retailing System considered an asset.
Added 17 mins ago
Projects coordinator
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Added 17 mins ago
Field Service Representative I - Thermal
Vertiv
Edmonton, AB
Must have High School Diploma or HVAC Trade Credentials · Must have ability to regularly lift at least 50 pounds
Added 17 mins ago
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Intermediate Electrical Engineer
Spark Power
Calgary, AB
- Full-time
Provide excellent customer service to multiple utility and industrial clients
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Security Technician (Junior - Senior Level)
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Paradise, NL · CA NL Paradise
- Full-time
…Security Technician, you will be responsible for providing customer and technical support for installed security systems; installing, programming, system start-up/check-out, certification,…
Added 17 mins ago
SD
Pharmacy Assistant, Hourly Part Time Day
Shoppers Drug Mart
Winnipeg, MB
- Part-time
To assist with the technical functions of dispensing prescriptions, assist as appropriate in the delivery of pharmacy services and participate in the maintenance and operations of the…
Added 17 mins ago
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Responsable de l'architecture logicielle | Head of Software Architecture
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Remote, Canada
- Remote
Added 17 mins ago
VC
Senior Commerce Engineer
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Remote, Canada
- $120,000 to $135,000 CAD / year
- Remote
Working closely with R&D, product, support and leadership, you’ll connect customer needs with engineering priorities and guide how the product evolves. This is a hands-on technical…
Added 17 mins ago
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(CAN) Self Checkout Attendant
Walmart
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- Part-time
…interventions in a friendly, reassuring way and escalate cash or technical issues to the Customer Service…
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Job ID #32355: Superintendent Transit Vehicle Maintenance
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- Full-time
At the time of application, must possess a current and valid 310T Truck and Coach Licence
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Service Technician - Kitchener/Waterloo
WASH
Toronto, ON
- Full-time
…a career that will challenge and engage you, is focused on customer care and quality service, then WE are the company for you. We invite you to bring your passion and experience to our…
Added 17 mins ago
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Personal Lines Account Manager
KRGinsure
Toronto, ON
- Full-time
We are seeking a Personal Lines Account Manager who excels in providing comprehensive client service. In this role, you will manage a portfolio of accounts and support clients with their…
Added 17 mins ago
RI
Director, Resource Optimization
Rates Insurance Brokers
Welland, ON
- Full-time
…two very different operations: a complex inbound sales and service operation driven by client demand, and an outbound contact team working against lead delivery…
Added 17 mins ago
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Spécialiste des Systèmes de Freinage / Braking System Specialist
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- Full-time
…cycle de vie complet du produit (de la conception au support en…
Added 17 mins ago
NC
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- Full-time
Must Haves and Nice to Haves · You Must Have:
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RME - 12 Month Contract Full Time Hours
RONA
Mississauga, ON
- $18 to $20.52 CAD / hour
- Full-time
…ensuring compliance with visual standards. By putting your technical skills to good use, you'll benefit from ongoing training and stimulating challenges in a dynamic environment, while…

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