Real-Time Workforce Analyst
At Gore Mutual, we’ve always set ourselves apart as a modern mutual that does good. Now, we’re proudly building on that legacy to transform our company—and our industry—for the better.
Effective January 1, 2026, Gore has joined Beneva—the country’s largest mutual insurance company—as part of its Property & Casualty operations in Ontario and Western Canada. During 2026, Gore will combine its operations with Unica Insurance, Beneva’s Ontario-based subsidiary specializing in niche commercial and personal insurance, creating a stronger, more diversified mutual insurer with greater scale and long-term stability.
Every decision and investment remains anchored in long-term benefits to customers, members, and communities. Come join us.
As the Real-Time Workforce Analyst you will be responsible for effectively providing real-time (intra-day) resource management with the purpose of optimizing staff to achieve business objectives and critical KPI’s in a multi-channel environment. This role encompasses the full spectrum of Operations including reporting, scheduling, forecasting, technology and planning. It also includes oversite of the suite of software applications ; workforce management systems to ensure business objectives are achieved. You will also be responsible for executing data-driven decisions and identify process improvements to ensure Underwriting and Billing teams have the resources required to meet demand.
What you will do:
- Perform real-time analysis of KPI’s and responds appropriately through deployment or re-allocation of resources in real time to optimize business KPI’s.
- 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-actively identifies and 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 to maintain appropriate staffing levels
- Performs data analysis of KPI’s to identify trends/patterns, identifies root causes and makes recommendations for short and long term forecasting.
- Track, analyze, and report service center and agent performance through development and tracking of key indicators.
- Leads review meetings with Operations to assess KPI’s and to identify/recommend opportunities to for improvement
- Prepares and reports real-time dashboard and call statistics for B2B and B2H
- Capacity planning in a timely and precise fashion both long-term and short-term
- Utilizes contact center software forecasting and scheduling to ensure the service center is running to capacity and schedules are optimal.
- 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 Contact Centers
- Advanced Microsoft Excel skills – macros, pivot tables, VBA
- 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 $67,000.00 - $117,000.00. 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 Mutual’s 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 us and 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.
