WFM Senior Analyst, Long Term Forecasting

About the role

We're looking for a Senior WFM Analyst, Long-Term Forecasting (Claims) to join our team! This role is for an experienced WFM professional who can convert operational signals into a clear, decision-focused view of the future. You will be assigned a specific region or department to support and will act as their workforce planning consultant. You will work closely with leaders and executives, so comfort presenting, advising, and influencing is essential. Success in this role requires strong collaboration across teams such as CDAT, Finance, Operations, and Training to align inputs, strengthen forecast quality, and support actionable planning. What you'll do here: Produce mid-term and long-term workload forecasts and capacity outlooks for your assigned region or department across monthly, quarterly, and annual horizons. Maintain and evolve WFM planner assumptions and inputs, recommending KPI adjustments and strategies based on trend shifts, seasonality, and business changes. Identify emerging risks and opportunities early, quantifying impacts to service outcomes and productivity. Build scenario and sensitivity analyses that make trade-offs clear, including staffing changes, shrinkage movement, workload mix, learning curves, and process impacts. Lead monthly forecast consultations with leaders and partners, delivering clear updates on drivers, outlook, recommendations, and task ownerships. Create structured planning and performance materials that are tailored to different stakeholder needs, from operational teams to senior leadership. Partner with operations and data teams to improve inputs, strengthen data quality, and evolve forecasting methods and measurement. Leverage emerging tools, including AI-enabled analysis, to accelerate insight generation, improve forecasting workflows, and enhance how results are communicated while maintaining strong judgment and data integrity. Document forecasting methodology, assumptions, and learnings to strengthen repeatability and continuous improvement. Exhibit excellence, work towards forecasting accuracy, and log decisions to ensure order and recommend to the business in the best knowledge we have. Coach junior team members and contribute to broader WFM projects as assigned. What you bring to the table: Bachelor's degree in a quantitative field (Mathematics, Statistics, Economics, Engineering, Computer Science, Business) or an equivalent combination of education and experience. 5-7+ years of relevant WFM forecasting and workforce planning experience in a contact centre and/or work-item environment; Claims experience is an asset. Strong forecasting fundamentals including trend and seasonality analysis, assumption management, scenario planning, and translating demand into capacity requirements. Strong consultative communication skills and executive presence, comfortable presenting monthly and influencing through clear assumptions and trade-offs. Advanced Excel skills; familiarity with WFM platforms such as NICE is considered an a

Benefits

Additional Information

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact's commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us. Pay at Intact is about much more than just salary. Flexible work arrangements and a hybrid work model Possibility to purchase up to 5 extra days off per year Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life) Salary range (but not limited to): 69,200 - 84,600 Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 7.5% As part of our commitment to Win As A Team , we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) - with Intact matching 50% of your net shares. Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

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