Join RSA and make a difference every day. 

Whether you are just beginning your career or looking to take the next progressive step in your journey, RSA Insurance is an organization where you can be yourself, learn and develop and a place where your ideas and contributions matter.  

With offices in Belfast, Galway, and Dublin, we have embraced hybrid work empowering our people to work flexibly and to suit their individual needs, which enables them to deliver great service to the customers we look after every day. Our Dublin office is also home to our sister-company 123.ie.        

At RSA and 123.ie we empower our customers to make a difference in their lives. And the same goes for our employees. We are proud to have 32 different nationalities represented in our workforce. Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas. 

 As proud member of the Intact family, we’re part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $21 billion of total annual premiums. 

We want you to thrive and grow with us – and we’ll give you all the tools, flexibility and learning opportunities you need to do it.

 And, if you bring your best, then we promise to give you, our best. 

Culture and Community 

 RSA is a purpose-driven business – our purpose is to ‘help people, businesses, and society prosper in good times, and be resilient in bad times’.  

 We do that by living our values – Integrity, Respect, Customer-driven, Excellence, and Generosity – in everything that we do. 

 We provide an open and honest workplace – where everybody contributes, and every view is listened-to and respected.  

 Generosity is in our DNA and is the value that guides and enables our people to help others, protect the environment and make our communities more resilient. It drives our efforts to care for people and to give our time, financial resources and talent. We’re also committed to helping society adapt to a changing climate taking reasonable care to ensure that our business activities are conducted in an environmentally sustainable manner.  

Our stats don’t lie… in our annual engagement survey  

87% of our people celebrate the diversity in their teams and the wider company  

90% of our people feel safe to speak up and share if they’ve made a mistake  

91% of our people feel valued and respected by leadership  

89% of our people are benefiting and thriving through our hybrid working model 

Workforce Analyst - (Open to internal candidates only)

The Workforce Planner Analyst supports the Customer Operations teams across 123 and RSA Ireland to deliver exceptional service to our customers.  

Accountable for day-to-day resourcing and scheduling of the Operations Team, they will be responsible for all aspects of workforce planning, developing operational best practice and resource plans for all customer contact channels.  

With a focus on efficiency, resource optimisation and continuous improvement, this role ensures optimal resources are available to meet customer demand and exceed service standards. This role is critical in supporting our high performing teams – the role focuses on continuous improvement and ensures customer experience is consistent with SLAs. 

Key Responsibilities:

• Continuously monitor in real-time our contact center performance, including contact volumes, queue lengths, service level metrics, and first-response times to identify any deviations from targets 
• Utilize available tools and historical data to identify trends and patterns that may impact operational efficiency and customer service levels. 
• Intraday Adjustments: Recommend and implement real-time adjustments to staffing levels, including re-allocating resources, managing breaks, and assigning additional staff during peak periods or unexpected spikes in contact volume. 
• Collaborate closely with Customer Happiness supervisors and managers to communicate and provide timely updates on performance, staffing needs, and anticipated trends 
• Contribute to forecasting efforts by providing insights and data related to historical trends, agent productivity, and operational challenges. 
• Identify areas for process optimization and provide suggestions for improving workforce efficiency and customer service 

Requirements:

• A highly effective team member demonstrating energy, enthusiasm and creativity.  
• Can work effectively independently or as part of a team. 
• A problem solver who works on own initiative – able to identify issues through evaluation of data  
• A passion for Customer Experience 
• Proficiency in Microsoft Office 
• Has strong communication and presentation skills; ability to engage at all levels of the business. 
• Constantly looking for new opportunities for improvement and persistently driving “Better Every Day”. 

Regulatory Requirements:

• If this role is defined as a "controlled function" by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.

RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.