iA Financial Group (Industrial Alliance) · 21 hours ago
Assistant Contact Center Analyst
Addison, Texas
Full-time
Hybrid
Entry Level
1+ years expiA Financial Group is one of the largest insurance and wealth management groups in North America, seeking an Assistant Contact Center Analyst to optimize contact center performance. The role involves supporting workforce planning, scheduling, and data-driven decision-making across their VSC Claims and Ancillary Claims departments.
IndustrialFinanceProperty & Casualty InsuranceInsurance
No H1B
Responsibilities
Assisting with forecasting call volume and supporting dynamic scheduling adjustments to ensure efficient staffing throughout the day, week, and month
Supporting workforce planning for approximately 100–155 contact center employees using scheduling and workforce management software integrated with the contact center phone system
Monitoring real‑time call flow and staffing levels through dashboards and responding to volume‑related outliers
Preparing and delivering performance reporting for contact center agents to managers and supervisors
Participating in weekly meetings and quarterly roundup meetings to review performance trends, results, and operational progress
Qualification
Required
Strong analytical and critical-thinking skills
Ability to work accurately with data, reports, and metrics
Solid organizational skills and attention to detail in a fast-paced environment
Adaptability, collaboration, and teamwork
1+ year of experience in a contact center, customer service, or claims environment
2 years of Excel experience, including building spreadsheets, performing complex calculations, and creating reports
Comfortable using or learning contact center technology and phone systems
Ability to clearly explain what data and reports mean through concise, data-driven storytelling
Benefits
Flexible group insurance
Competitive pension plan
Stock purchase plan
Vacation and wellness/personal development days
Telemedicine
Employee and family assistance program
Ergonomic furniture program
Performance bonus
Discounts on iA products
And much more!
Company
iA Financial Group (Industrial Alliance)
iA Financial Group is one of the largest insurance and wealth management groups in Canada, with operations in the United States.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.33B2025-06-16Post Ipo Equity· $294.7M
2024-12-02Post Ipo Debt· $284.77M
2024-06-17Post Ipo Debt· $350M
Leadership Team
Denis Ricard
President and Chief Executive Officer
Caroline Drouin
Vice President, Investor Relations, Sustainability and Public Affairs
Recent News
2025-12-18
Business Wire
2025-12-12
Company data provided by crunchbase