Senior Workforce Analyst - 8080 - IW-8080

Date of modification: June 14, 2021

Job number: IW-8080


Job title: Senior Workforce Analyst - 8080

Location: Aurora, Markham, Richmond Hill, Scarborough, Thornhill, Toronto


My client is one of Canada’s largest insurance companies, looking for an experienced Senior Workforce Analyst to deliver a full suite of Workforce services across Canada. Responsibilities include forecasting, scheduling and intraday management solutions for their contact centers.

Title: Senior Workforce Analyst

Location: Markham (Currently working from home)


  • Forecasting - Analyze and combine key forecast elements with past and future operational events to produce long term/short term/intraday forecasts within a variance target. Provide post incident analysis on any variance to target. Maintain detailed event logs of incidents impacting Operations for use in future forecasts.
  • Capacity Planning - Use forecasting models to preplan: Headcount requirements; hiring/training cycles; shrinkage management; future project/marketing initiatives in order to: improve staff productivity and work-life balance; achieve business goals; as well as define Operational budgets.
  • Scheduling - Own overall agent scheduling responsibilities, including, but not limited to: the production and maintenance of optimized work schedules; vacation schedules; special event schedules; and bank time management. Provide gap analysis and mitigation solutions when business goals are at risk of not being achieved.
  • Performance Analysis - Continually analyze key performance metrics to identify incidents, trends, and patterns on agent and operational areas of opportunity, and collaborate with Operations to resolve them.
  • Document Policies and Procedures - Maintain complete and accurate information on Workforce policies, procedures, rules of engagement, and exceptions by Operation.
  • Intraday Management - Monitor key indicators, as well as queue and agent activity in real-time. Maintain open communication with Operational leaders to coordinate changes to: optimize performance and productivity; mitigate negative impacts to business goals; and activate business recovery plans when needed.
  • Team Request Handling - Monitor, action, and respond to incoming requests to the general inbound Workforce email box.
  • Subject Matter Expert - Provide WFM insight, solutions, and training to partners in a clear and concise manner. Thoroughly understand the capabilities of the WFM systems to improve efficiency and our service proposition. Keep current with leading WFM technology and methods.
  • Mentor - Evaluate peer performance and provide guidance and coaching to close performance gaps and ensure continuous improvement within the team.


  • 3+ years working in a Workforce Management or Command Centre team in a dedicated Workforce Analyst role.
  • University or College Degree in Business, or equivalent work experience and workforce management training.
  • Can work a flexible schedule to support the needs of our team and partners. Every effort is made to provide shift predictability and stability.
  • Knowledge of industry related language and technology; as well as Contact Centre metrics, calculations, and the factors that influence their results.
  • Deep understanding of Workforce Management related language, technology, and standard methodologies.
  • Proficient with modern WFM software, and Erlang C formulas and calculators.
  • Technically adept, especially with Microsoft products, including Outlook.
  • Self-starter and able to adapt in a fluid environment.
  • Ability to reprioritize individual work to support team needs as circumstances require.
  • Strong time management, organizational, and goal setting skills.
  • Ability to consistently meet deadlines unsupervised.
  • Excellent communication skills; both written and verbal. Ability to lead meetings and present to groups.
  • Can initiate and nurture positive working relationships with partners at all organizational levels.
  • Consummate professional particularly when handling difficult situations or people.

Compensation: Competitive salary, benefits, pension plan and bonus and more

DGA Careers has been proudly serving the Canadian insurance industry for over 30 years, specializing in providing insurance recruiting services to major insurers, insurance brokerage firms and independent adjusting firms. With offices in Toronto, Vancouver, Montreal, Edmonton, and Calgary, DGA Careers is well positioned to conduct searches with a national scope. Our unrivalled professional network across Canada provides us with the ability to reach vital key influencers and passive candidates nationally.

Interested candidates please contact Maurice Reichberg at 416-868-6711 x.232 or forward your resume in confidence to If you are working with another DGA recruiter, feel free to ask them about this position.


  • City: Markham
  • Market segment: Information Technology
  • Job Type: Full-Time
  • Education: Post Secondary Education
  • Expertise: Call Center , Call Centre Management
  • Minimum experience required: 3 to 4 Years