Key skills
SQLAnalyticsBIPower BICommunication
About this role
Role Overview
- Develop and maintain daily claims forecasts using multi-day work item methodologies, including backlog inventory and service level projections
- Lead daily service calls to align stakeholders on performance metrics, expected volumes, and operational priorities
- Maintain and validate centralized hiring plans to ensure headcount accuracy for workforce forecasting
- Provide insights and recommendations to optimize work distribution and improve service outcomes
- Support digital enablement initiatives by leveraging Power BI for performance dashboards and predictive analytics
- Collaborate with cross-functional teams to ensure workforce strategies align with business objectives
Requirements
- 3–5 years of experience in workforce management, forecasting, or capacity planning
- Advanced proficiency in Microsoft Excel (including complex formulas, pivot tables, and data modeling)
- Familiarity with Amazon Connect or other scheduling software
- Proficiency in Power BI for reporting and predictive analytics
- Bilingualism (English and French) is an asset
- Strong stakeholder engagement and communication skills
- Experience in back-office planning or managing multi-day work items
- Basic SQL knowledge (asset but not required)
- Experience with contact center or workforce management tools (e.g., NICE, Verint), considered an asset
Tech Stack
- SQL
Benefits
- Health, dental, mental health, vision insurance
- Short
- and long-term disability
- Life and AD&D insurance coverage
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Pension and global share ownership plan with employer matching
- Financial education and counseling resources
- Generous paid time off including holidays, vacation, personal, and sick days
- Full range of statutory leaves of absence