Data Analyst, Workforce Management

2 weeks ago

North York Ontario, Toronto, Canada Greenstone Financial Services Canada Full time

WHO WE ARE


Greenstone is a leading distributor of direct-to-consumer insurance solutions in Australia, New Zealand and now Canada. Backed by majority shareholders Ontario Teacher’s Pension Plan (OTPP) and Caisse de Dépôt et Placement du Québec (CDPQ), we've expanded into the Canadian market, introducing affordable, high-quality insurance products.


Our commitment to data-driven decision-making and a continually evolving product offering reflects our dedication to meeting the ever-changing needs of our customers. Renowned for award-winning customer service, we leverage technology and analytics to design, administer, market, and distribute a variety of insurance products in collaboration with the world’s most trusted underwriters. Join us in shaping the future of insurance.


OUR ANALYTICS TEAM


At Greenstone, data-driven decision-making supports the most critical business processes. Our Analytics team builds models and conducts analysis to drive commercial outcomes and optimize profitability. We’re seeking a Data Analyst who will take on workforce management responsibilities and provide critical support in lead strategy, collaborating with sales and marketing teams to enhance operational performance.


PURPOSE OF THE ROLE


The Data Analyst will play a vital role in ensuring the efficient operations of our call center and lead strategy execution. The ideal candidate will take ownership of Workforce Management (WFM) processes and lead performance analysis, while working closely with key stakeholders across the business.


KEY ACCOUNTABILITIES


The following aspects of this role are indicative only and in no way limit the Company in allocating additional accountabilities (specific tasks, projects or related activities) to the employee, within the scope of the employee’s level of competence, experience, knowledge and qualification.


Workforce Management 65%


  • Forecast lead volumes to ensure alignment between incoming leads and call center capacity.
  • Calculate staffing needs across Sales, Care, and Support teams to optimize workforce allocation.
  • Create call center schedules, including huddles, training sessions, and break periods.
  • Monitor real-time adherence to schedules for efficient operations, adjusting staffing as needed.
  • Analyze regional factors to refine rosters, increasing conversion rates through tailored strategies.
  • Enhance performance-based routing and adjust settings to improve lead allocation and customer experiences.
  • Serve as the subject matter expert for Genesys Cloud, promoting engagement and adoption of new features within the Sales and Care teams.


Lead Strategy 35%


  • Act as the single point of contact within CA for optimizing the quality of leads sourced from external partners and the allocation of leads to agents.
  • Leverage databases such as Unity 4 and newly onboarded lead providers in test-and-learn scenarios.
  • Adjust performance-based routing as necessary to maximize results.
  • Guide marketing spend and planning by developing a marketing mix model, including above-the-line media analysis.
  • Provide ad-hoc analysis and insights to business stakeholders to support strategic decisions, helping optimize resource allocation and improve conversion rates.



POSITION REQUIRMENTS - ESSENTIAL


  • Bachelor’s degree in a relevant discipline.
  • Strong experience in workforce management and understanding of call center operations.
  • Proven ability to work with large datasets and perform data-driven analysis to guide business decisions.
  • Familiarity with lead management, including experience with systems like Unity 4 and performance-based routing.
  • Advanced Excel skills and proficiency with SQL/SSIS and relational databases.
  • Strong stakeholder management skills and ability to work across departments.


At Greenstone, we are committed to fostering a dynamic and inclusive environment where every team member can thrive and make a meaningful impact. If you're passionate about driving results, embracing challenges, and contributing to a company that is transforming the industry, we encourage you to apply

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