Workforce Optimization Analyst (Intraday Support) - Fall 2026 Co-op/Intern

About the role#

As a Workforce Optimization Analyst (Intraday Support) Co-op, you will support the efficient operation of contact centers by monitoring real-time service levels and managing daily staff schedules. This role provides hands-on experience in workforce management, focusing on ensuring teams are positioned to meet customer demand while developing analytical skills in an insurance industry setting.

What you'll do#

• Assist Intraday Analysts in monitoring key contact center metrics in real-time, such as call volumes and queue lengths, to identify emerging trends.
• Manage and document intraday exceptions, including unplanned absences, late arrivals, and other schedule deviations.
• Help prepare and maintain reports using tools like Excel to track daily performance and scheduling adherence.
• Support the coordination and communication of real-time schedule adjustments with team leaders and agents.
• Participate in team meetings and contribute to initiatives aimed at improving scheduling processes and efficiency.

What you'll need#

• Currently enrolled in a post-secondary program, preferably in Business Administration, Operations Management, or a related field.
• Strong interest in data, analytics, and problem-solving.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational and time-management abilities.
• Proficient in Microsoft Office, especially Excel.

Location & details#

• Location: Waterloo, Ontario, Canada.
• Term: Fall 2026 (8-month term).
• Modality: Hybrid.
• Employment Type: Full-time, paid internship.