Analyst, Workforce Management

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary. Flexible work arrangements and a hybrid work model. Possibility to purchase up to 5 extra days off per year. Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more. Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life).

Salary range (but not limited to): 59,300 - 72,500. Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 7.5%. As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc.

The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

We’re looking for an Analyst, Workforce Management to join our team! In this role, you’ll help ensure the right people are in the right place at the right time by monitoring operations, analyzing workforce data and supporting informed staffing and scheduling decisions. You’ll work closely with Workforce Management and operational leaders to maintain service levels and drive continuous improvement. This hybrid position is available in our St.

John's, NL (10, Factory Lane) office.

• Monitor inbound and outbound call volumes, service levels and staffing in real time.
• Identify emerging service level or staffing risks and take appropriate real‑time actions or provide escalation recommendations to operational leaders.
• Make schedule adjustments as needed to support service level targets.
• Manage schedule modifications and activity changes.
• Monitor and complete WFM Helpdesk tickets.
• Review, approve or deny proactive activity requests.

• Prepare and distribute timely, accurate reports on daily operations.
• Track actual results against forecasts and service level objectives.
• Ensure data integrity across reports and operational systems.
• Review trends from previous weeks and adjust forecasts or staffing recommendations as required.
• Identify opportunities for operational improvement and provide actionable insights to leaders to support staffing, performance and operational decisions.

• Optimize employee schedules to support business growth, service quality and financial objectives.
• Partner with the WFM team and operational leaders to identify staffing, scheduling and service level opportunities.
• Contribute to achieving service level objectives on a daily, weekly and monthly basis.

• Uni…