Job Overview
Location
Canada Virtual
Job Type
Full-time
Category
Operations
Date Posted
April 16, 2026
Full Job Description
đź“‹ Description
- • The Intraday Workforce Analyst monitors and manages real-time call and chat traffic to ensure efficient resource deployment and fulfillment of client contractual SLAs, playing a pivotal role in maintaining operational efficiency and service level consistency.
- • Day-to-day duties include monitoring Real Time Adherence (RTA), queue activity, and service levels; managing Call Offline; maintaining WFM inboxes; making skill adjusters in eGain; supporting and adjusting Intradiem messaging; communicating intraday performance to management and associates; recommending staffing adjustments via overtime, VTO, or skilling; coordinating with Operations to pre-schedule offline activities; analyzing intraday and historical performance to plan for service goals; identifying call volume trends; establishing communication channels for performance-impacting events; collaborating with internal teams to improve resource utilization; processing schedule exceptions and time-off requests accurately; and assisting with process improvements and assigned initiatives.
- • The role operates within Assurant’s contact center workforce management team, supporting a global business services company that protects and connects major consumer purchases through innovative solutions in mobile device solutions, service contracts, and specialty products, with a presence in 21 countries and a culture recognized as a Best/Great Place to Work in 15 countries.
- • The analyst will develop strong analytical, communication, and organizational skills; gain hands-on experience with WFM and ACD platforms like NICE, Avaya, and Cisco; deepen understanding of contact center operations and SLA-driven staffing; and enhance ability to drive operational improvements through data-informed decisions and cross-functional collaboration.
🎯 Requirements
- • High School Diploma or GED
- • Minimum of 3 years of experience in a contact center
- • Minimum of 2 years of experience in a WFM or WFM-related role
- • Entry-level skills in MS Office (Excel, Word, Outlook)
🏖️ Benefits
- • Competitive pay range of $45,100.00 - $74,600.00
- • Opportunity to work with a Fortune 500 company recognized as a Best/Great Place to Work in 15 countries
- • Access to Assurant’s culture of innovation, service passion, and practical problem-solving known as 'The Assurant Way'
- • Virtual remote work arrangement with a fixed schedule (Monday, Tuesday, Wednesday, Saturday, Sunday 2:30PM EST - 11:00PM EST; Thursday/Friday off)
- • Exposure to multiple WFM and ACD platforms (NICE, Avaya, Cisco) and tools like eGain and Intradiem for skill development
- • Support for ongoing professional growth through process improvement initiatives and internal collaboration
Skills & Technologies
About Assurant, Inc.
Assurant, Inc. is a global provider of risk management products and services, headquartered in New York. The company offers extended service contracts, vehicle protection, pre-funded funeral insurance, renters insurance, lender-placed homeowners insurance, and other specialty property and casualty coverage. It partners with lenders, manufacturers, mobile carriers, funeral homes, and property managers to distribute its products primarily in North America, Latin America, and Europe. Founded in 1892 and publicly traded on the NYSE, Assurant focuses on supporting consumer purchases of homes, vehicles, mobile devices, and appliances through underwriting, claims administration, and customer support services.
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