Real-Time Workforce Analyst

Next Horizon is here. Fueled by investments in talent and technology our bold strategy to transform is nearly complete.

At Gore Mutual weve always set ourselves apart as a modern mutual that does good. Now were proudly building on that legacy to transform our companyand our industryfor the better.

Our path forward sharpens our focus on business performance driven by leading technology innovation and an agile high-performing culture. With Gore Mutual and Beneva announcing their intent to merge in 2026 well be uniting two well-established financially strong and trusted brands to become the strongest mutual insurer in Canada ensuring Canadians have purpose-driven insurance options for generations to come.Come join us.

As the Real-Time Workforce Analyst you willbe responsible foreffectively providing real-time (intra-day) resource management with the purpose ofoptimizingstaff to achieve businessobjectivesand critical KPIs in a multi-channel environment. This role encompasses the full spectrum of Operations including reporting scheduling forecastingtechnologyand planning. It also includesoversiteof the suite of softwareapplications ;workforce management systems to ensure businessobjectivesare achieved. You will alsobe responsible forexecuting data-driven decisions andidentifyprocess improvements to ensureUnderwritingandBillingteams have the resourcesrequiredto meet demand.

What you will do:

• Perform real-time analysis of KPIs and responds appropriately through deployment or re-allocation of resources in real time tooptimizebusiness KPIs.

• Monitor break and lunch schedules tardiness and or unscheduled early departures to ensure proper staffing levels and adherence

• Monitor team members to prevent misuse of auxiliary time and post call work time

• Pro-activelyidentifiesand communicates intra-day risks to management team
• Review service center trends including multi-channel inbound and outbound volume and patterns staff productivity/utilization attrition rates and resource allocation tomaintainappropriate staffinglevels
• Performs data analysis of KPIs toidentifytrends/patternsidentifiesrootcausesand makes recommendations forshort and long termforecasting.
• Track analyze and report service center and agent performance through development and tracking of key indicators.
• Leads review meetings with Operations to assess KPIs and to identify/recommend opportunities to for improvement
• Prepares and reports real-time dashboard and call statistics for B2B and B2H
• Capacity planning ina timelyand precise fashion both long-term and short-term
• Utilizes contact center software forecasting and scheduling to ensure the service center is running tocapacityand schedules areoptimal.
• Works with Service Center Leadership to develop processes for shift types vacation and other schedule exceptions strategies that balance employee needs and Broker / Customer requirements/expectations

What you need to succeed:

• Post secondary education in Business Operations Statistics Financeis preferred
• 3-5 years contact center experience Real Time Analyst within WFM team

What skills you need:

• Possess both an analytical and operational lens of ContactCenters

• Advanced Microsoft Excel skills macros pivot tablesVBA

• Ability to adapt to a constant changing environment while effectively managing priorities

• Experience analyzing and reporting on performance and financial data conveying a clear and compelling story with recommendations and solutions

• Advanced knowledge of statistics measurement and quantitative analysis principles

• Excellent communication skills both written and verbal presentation influencing and relationship building skills

• Curious and can influence peers and partners without direct authority

• Excellent organizational and multitasking skills

• Excellent attention to detail

Location: Hybrid work model Cambridge Ontario

The expected base salary range for this position is $67000.00 - $117000.00. Depending on your relevant experience skills qualifications market conditions and business needs base compensation may vary. You have the potential to earn more through Gore Mutuals discretionary bonus program which gives you an opportunity to increase your total compensation provided the business meets its performance targets and you meet your individual goals.

Please note: This range reflects the expected base salary for this role but may not represent the full compensation range for all experience and skill levels. During the recruitment process we will discuss and consider how your unique qualifications align with the broader range for this position.

Gore Mutual is proud to offer a comprehensive total rewards package which includes extended health and dental benefits disability insurance retirement plan matching paid time off recognition and perk programs.

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This posting pertains to an existing vacancy that is actively being filled.

Accessibility for applicants

Gore Mutual Insurance Company is committed to providing accommodations for people with disabilities during all phases of the recruiting process including the application process.

If you require accommodation because of a disability we will work with you to meet your needs.Contact usand a human resources representative will consult with you to determine an appropriate accommodation.

Should you request an accommodation during the interview process please notify your Talent Acquisition Consultant.