Intra-day Workforce Coordinator | Night shift & Weekends

• Provide monitoring of queues and agent performance real-time to achieve service levels and efficiency targets for all LOBs;
• Monitor and maintain the workforce inbox including processing short-term schedule changes and skillset/routing profile change requests in real-time; and administering the attendance line;
• Schedule off-phone activities when call volume projections are down and around forecasted call pattern, and optimize breaks/lunches;
• Review weekly staffing requirements and make recommendations for soliciting overtime or suggesting temporary schedule changes to ensure coverage;
• Manage (approve or reject) time off requests based on shrinkage goal for each site and campaign;
• Update and publish reports related to the performance of each site including but not limited to shrinkage, occupancy and other KPIs;
• Provide proactive, data-based recommendations and insights to support continuous improvement;
• Identify potential gaps in scheduled coverage and present schedule change, cross-training and recruiting recommendations to the Call Centre team and/or management;
• Provide support to the Call Centre Leadership team as needed;

• 2+ years of experience in a contact center environment, at least 2 years in a workforce role including reporting, analysis, and scheduling;
• Strong technical aptitude and experience working with reporting software, tools, databases, and statistical techniques;
• Proficiency in MS Office including Excel, Word, and PowerPoint;
• Exceptional time management and organizational skills, with ability to prioritize and multi-task while meeting deadlines;

• Clear understanding of workforce management principles and applicable labor laws;
• Experience migrating to new enabling systems is an asset;

• A long-term perspective within a stable but growing working environment;
• Attractive financial offer according to experience, performance and type of collaboration;
• Private medical insurance;
• Meal tickets;
• Gym subscription;
• Vacation days for seniority with the company;
• Chance to work with international professionals;
• A growing, dedicated team of high-performing people passionate about technology;
• Team building, annual parties and other social events;

Our Company:

Insurance Supermarket Inc. is one of the largest and fastest growing independently owned Insurance Technology companies in Canada. We offer comprehensive Life Insurance products that help many Canadians with their life insurance needs. Over 250,000 Canadians a year have relied on our advice, and we have provided more than 10 billion dollars in insurance coverage.

Our team of professionals has been proudly helping Canadian consumers with their life insurance needs for over 11 years. We hire individuals based not only on their expertise, but also on their passion for helping others, and those who live by our core values every day. Our employees are professional, proactive, passionate, team players and persevere in the face of challenges.

Insurance Supermarket is also committed to providing barrier-free and accessible employment practices.