Date: Jul 17, 2026
Location: North York - Toronto, ON (Hybr, CA Edmonton, AB (Hybrid), CA Calgary, AB (Hybrid), CA Winnipeg, MB (Hybrid), CA
Company: Wawanesa Insurance
Job ID: 10186
Employment Type:
New Role
Work Environment: We offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Calgary, AB; Edmonton, AB; Toronto (North York), ON.
Working Business Language : English
Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan.
The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $85,000 - $115,000. Candidates with salary expectations outside of the range are still encouraged to apply.
About The Wawanesa Mutual Insurance Company
Founded in 1896, The Wawanesa Mutual Insurance Company is one of Canada’s largest mutual insurers, 100% owned by its members, with more than $4.1 billion in annual revenue and $12.5 billion in assets. Headquartered in Winnipeg, Wawanesa is the parent company of Wawanesa Life, which provides life insurance solutions throughout Canada, and Western Financial Group, a leading national distributor of personal and business insurance. In March of 2026, Wawanesa entered into an agreement to acquire Everest Insurance Company of Canada to strengthen its commercial insurance capabilities and advance its long-term growth strategy.
Wawanesa proudly serves more than 1.8 million members and we are home to more than 3,000 employees across Canada. The company actively gives back to organizations that strengthen communities, donating more than $4 million annually to charitable organizations, including more than $2 million each year in support of people on the front lines of climate change. Learn more at wawanesa.com.
We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.
Job Overview
Working under minimal supervision, the Senior Workforce Management Analyst plays a key role in enabling Wawanesa to meet its operational objectives through accurate workforce forecasting, planning, and performance analysis. This role serves as a senior planner within the Workforce Management team, applying statistical methods and structured planning approaches to develop forecasts, capacity plans, and data‑driven recommendations across various operations.
The Senior Analyst collaborates closely with leaders at all levels—from supervisors to vice presidents—to ensure workforce plans align with operational needs and strategic priorities. This role also contributes to enterprise workforce optimization by providing insights that improve resource utilization, service performance, and operational efficiency. Through clear communication and strong analytical support, the Senior Workforce Management Analyst helps inform decision‑making and advance a performance‑based, data‑driven culture at Wawanesa.
Job Responsibilities
Design, maintain, and continuously improve Workforce Management planning processes to deliver accurate forecasts for contact center and back‑office operations across various operations.
Lead the development, maintenance, and refinement of FTE forecasts by analyzing business drivers, seasonality, and operational trends as required.
Conduct scenario planning and impact analysis to support operational and strategic decision‑making.
Monitor performance against workforce plans and provide insights and recommendations to improve accuracy, outcomes, and resource utilization.
Apply service level, occupancy, productivity, and shrinkage metrics in forecasting, reporting, and workforce optimization analysis across contact center and back‑office environments.
Lead workforce optimization analyses by evaluating staffing patterns, workload distribution, productivity, and service performance to identify opportunities that improve efficiency and service delivery.
Develop, maintain, and present workforce dashboards, KPI reporting, forecast‑to‑actuals, and performance summaries, translating complex data into clear, actionable insights.
Partner with operational leaders and cross‑functional teams to incorporate business requirements and drivers into workforce plans and forecasts.
Coach and support peers and stakeholders on forecasting methodologies, reporting practices, and interpretation of workforce insights.
Lead annual FTE budgeting activities and conduct scenario and impact analyses.
Maintain current knowledge of Workforce Management methodologies, practices, and industry trends.
Perform other duties as required.
Qualifications
Undergraduate degree in Statistics, Mathematics, Finance, Data Science, or a related discipline; equivalent experience considered.
3–5 years of experience in Workforce Management, workforce analytics, or operational planning within insurance, financial services, or a service-driven environment in both contact center and back-office environments.
Strong expertise in forecasting, capacity planning, scenario analysis, and application of Workforce Management metrics across contact center and back-office functions.
Advanced proficiency in Excel, Power Query, SQL, and Power BI; experience using Workforce Management platforms such as Genesys Cloud.
Experience applying advanced analytical techniques (e.g., Python, R, statistical or scenario-based modeling); exposure to advanced simulation techniques is an asset.
Strong analytical, problem‑solving, and critical‑thinking skills, with the ability to interpret complex information and connect workforce insights to broader business objectives and operational implications.
Effective communication and influencing skills, able to work independently and collaboratively in a fast‑paced environment, manage multiple priorities, and remain committed to continuous learning and best practices.
Ability to leverage AI and emerging technologies to support analysis, forecasting, and optimization is required.
Diversity Equity, Inclusion & Belonging
At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people – this is supported by having a representative workforce.
We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas.
We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to
[email protected] .
All Wawanesa job applicants are subject to Wawanesa's Privacy Policy .
Please note that the recruitment process for this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.
