Jobs in Canada

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Added 7 mins ago
Senior Delivery Manager
Lantern
Toronto, ON · Edmonton, AB
As a Microsoft services partner, we hold ourselves to the highest standards of technical excellence. This commitment to quality is evident not only in our work but also in how we support…
Added 7 mins ago
Lead Full Stack Engineer
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Toronto, ON
…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 7 mins ago
Director, Financial Performance & Efficiency
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Toronto, ON
Lead integrated financial planning, forecasting and performance management across GTEP, aligning financial commitments with strategic priorities and delivery plans.
Added 7 mins ago
BIM Technician - Systems (Security, Communications and AV)
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…Working closely with project team members, you will apply your technical expertise and judgment while supporting the continuous improvement of modeling practices and delivery…
Added 22 mins ago
Lead Consultant - Data Architecture & Engineering
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Added 22 mins ago
PE
OSP Design Lead
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Calgary, AB
- $83,000 to $100,000 CAD / year
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Added 22 mins ago
PF
Responsable de l'architecture logicielle | Head of Software Architecture
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Remote, Canada
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CO
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Added 22 mins ago
B
End to End Tech Lead-Banking/Payments
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Toronto, ON
- Contract
Working with one of our top financial clients, this role calls for a End to End Tech Lead-Banking/Payments to provide end-to-end technical ownership across complex enterprise initiatives.…
Added 22 mins ago
B
OFSAA Technical Lead
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- Contract
Working with one of our top financial clients, this role calls for an OFSAA Technical Lead to provide hands-on development, technical leadership and solution architecture for enterprise…
Added 22 mins ago
RI
Director, Resource Optimization
Rates Insurance Brokers
Welland, ON
- Full-time
…client demand, and an outbound contact team working against lead delivery…
Added 22 mins ago
A
Spécialiste des Systèmes de Freinage / Braking System Specialist
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Added 22 mins ago
NC
Inside / Counter Sales Representative
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- Full-time
Must Haves and Nice to Haves · You Must Have:
Added 22 mins ago
AC
Manager, Tax
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- Full-time
Lead multiple client facing engagement teams responsible for the completion of tax planning and advisory engagements
Added 23 mins ago
Project Manager
PCL Construction
Toronto, ON
As a Project Manager for PCL Constructors Canada Inc. in Toronto, Ontario, you'll have the opportunity to lead key aspects of project delivery, manage project performance, schedules and…
Added 37 mins ago
SA
Manager Clinic Operations
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- Full-time
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Added 38 mins ago
AC
Senior Manager, Assurance and Accounting - Private Enterprise
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Lead client facing engagement teams to complete complex audit, review and compliance tax engagements, as well as budgeting, internal controls and financial/accounting transactions
Added 38 mins ago
AC
Manager, Assurance and Accounting - Private Enterprise
ACCA Careers
Toronto, ON
- Full-time
Lead client facing engagement teams to complete audits, compliance tax engagements, budgeting, internal controls and financial/accounting transactions
Added 38 mins ago
AC
Manager, Assurance and Accounting - Public Companies
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Lead client facing engagement teams to complete audits, compliance tax engagements, budgeting, internal controls and financial/accounting transactions
Added 38 mins ago
AC
Manager, International Corporate Tax
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Added 38 mins ago
CO
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Added 38 mins ago
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Added 38 mins ago
L
Principal Project Planner (Minerals Processing - EPCM)
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- Full-time
…delivers high quality professional engineering and project delivery services globally, across the resources, infrastructure and industrial processes sectors. By joining our global team and…
Added 38 mins ago
DC
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- Full-time
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Added 38 mins ago
P&
I&IT Senior Solutions Designer
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Toronto, ON · North York, ON
- $92,976 to $135,136 CAD / year
- Temporary
Lead the development and delivery of logical and physical architecture artifacts, design documentation, and technical specifications.

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