Workforce Analyst

The Opportunity:  At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.   We are looking to add a Workforce Analyst to our Contact Centre! The Workforce Analyst plays a key role in ensuring the Client Care Centre (CCC) is appropriately staffed to meet service objectives. Using workforce data, forecasts, and operational insights, you will create schedules, monitor real-time performance, make staffing adjustments, and provide recommendations that support workforce planning and service delivery. Success in this role means ensuring staffing levels align with demand, service risks are proactively identified, and leaders have timely workforce insights to support operational decision-making. This role supports multiple business units, including Group Insurance, Individual Insurance, and Individual Wealth, within a shared services model. Join one of the region’s top employers and be part of something that truly makes a difference.     Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.   What you’ll do: Your primary focus will be monitoring and optimizing the Client Care Centre throughout the day. Monitor real-time service levels, queue volumes, staffing levels and resource availability. Adjust daily schedules to account for unexpected absences, changes in volume and other operational disruptions. Communicate staffing gaps, service-level concerns and emerging operational issues to Client Care Centre leaders. Make timely recommendations and adjustments during periods of unexpectedly high or low volumes. Assist leaders, trainers and specialists with determining appropriate times for meetings, coaching and training. Participate in workforce management meetings with Client Care Centre leadership. Use data to identify trends, explain operational issues and support recommendations. Provide workforce information to support budgeting and longer-term capacity planning. Identify opportunities to improve reporting, scheduling processes and workforce practices. Recommend practical improvements to workforce management processes and procedures. Stay informed about operational projects and initiatives that may affect Client Care Centre volumes, staffing or scheduling. Look for opportunities to use technology, automation and analytics to make workforce management more efficient and effective     What you’ll bring: Post-secondary education in business, mathematics, statistics, analytics or a related discipline, or an equivalent combination of education and experience. At least 1 year of workforce management, scheduling or related experience, ideally in a Client Care or Contact Centre environment. Strong critical-thinking and problem-solving skills. Ability to make sound decisions quickly when operational conditions change. Experience working with data and using analysis to identify trends and support recommendations. Strong attention to detail and accuracy. Excellent organizational and time-management skills. Ability to manage multiple priorities in a fast-paced, time-sensitive environment. Strong communication skills and the ability to explain information clearly to Client Care Centre leaders and other stakeholders. Ability to work collaboratively and build effective relationships across teams. Proficiency with Power BI and other data analysis tools is an asset. Experience with workforce management software (preferably Genesys) is an asset. Previous experience as a Client Care or Contact Centre Representative is an asset. Experience developing dashboards or workforce reports is an asset. Experience supporting multiple business units in a shared-service environment is an asset.     What’s in it for you: Career Growth: Regular learning sessions and development opportunities  Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching  Time Away: Competitive vacation plus one paid volunteer day each year Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at careers@equitable.ca. We’re happy to help.Your base pay will be based on your skills, qualifications, experience and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits. If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included.     Reports To: Manager, Client Care Shared ServicesDepartment: Contact Centre Term: Permanent Full-TimeSchedule: 8 hour rotating shift between the hours of 8:00am ET and 8:00pm ET