Workforce Planning Analyst

Join Intact Insurance and make a difference every day.

Whether you're just beginning your career or looking to take the next progressive step, Intact Insurance Ireland is where you can be yourself, learn and develop, and where your ideas matter.

With offices inBelfast, Galway, and Dublin, we've embracedhybrid work, empowering our people towork flexiblyand deliver great service to our customers every day.

We want you to thrive and grow with us - and we'll give you all the tools, flexibility and learning opportunities you need to do it.

And, if you bring your best, then we promise to give you, our best.

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 Insurance's commitment to you in exchange for living our Values, 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

Workforce Planning Analyst

The Workforce Planning Analyst supports the Customer Operations teams across 123 and Intact Ireland to deliver exceptional service to our customers.

Accountable for day-to-day resourcing and scheduling of the Operations Team, they will be responsible for all aspects of workforce planning, developing operational best practice and resource plans for all customer contact channels.

With a focus on efficiency, resource optimisation and continuous improvement, this role ensures optimal resources are available to meet customer demand and exceed service standards. This role is critical in supporting our high performing teams - the role focuses on continuous improvement and ensures customer experience is consistent with SLAs.

Key Responsibilities:

• Continuously monitor in real-time our contact center performance, including contact volumes, queue lengths, service level metrics, and first-response times to identify any deviations from targets
• Utilize available tools and historical data to identify trends and patterns that may impact operational efficiency and customer service levels.
• Intraday Adjustments: Recommend and implement real-time adjustments to staffing levels, including re-allocating resources, managing breaks, and assigning additional staff during peak periods or unexpected spikes in contact volume.
• Collaborate closely with Customer Happiness supervisors and managers to communicate and provide timely updates on performance, staffing needs, and anticipated trends
• Contribute to forecasting efforts by providing insights and data related to historical trends, agent productivity, and operational challenges.
• Identify areas for process optimization and provide suggestions for improving workforce efficiency and customer service

Requirements:

• A highly effective team memberdemonstratingenergy,enthusiasmand creativity.
• Can work effectively independently or as part of a team.
• A problem solver who works on own initiative - able toidentifyissues through evaluation of data
• A passion for Customer Experience
• Proficiencyin Microsoft Office
• Hasstrong communicationand presentation skills; ability to engage at all levels of the business.
• Constantly looking for new opportunities for improvement and persistently driving "Better Every Day".
• Experience within customer management and technical teams (that has involved coaching / guiding others)

Regulatory Requirements:

If this role is defined as a "controlled function" by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.

Intact Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status