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Forecasting Analyst

4 months ago

Waterloo, Canada Ontario Teachers Insurance Plan (OTIP) Full time

Company Description

OTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for a:
**Forecasting Analyst - Workforce Management**

**Job Description**:

- Collect and analyze historical contact volume and AHT data and other key KPIs to ensure emerging trends are captured, identify, and normalize outliers.
- Using historical data along with available business intelligence, forecast daily, weekly and period level contact volume and AHT. Compares actual results to forecast, provides insights and applies learnings to future forecasts.
- Lead weekly meetings with department leaders to evaluate and update recognized trends into forecast plans.
- Generate short, mid, and long-range (1-18 months) projections.
- Regularly reviews forecasting models, methodologies, projections, and rationale with key business leaders within the operation.
- Partners with internal stakeholders (operations, communications, training and HR etc.) to provide analysis on impacts to forecasting, staffing, volume trends and other external factors to ensure service level objectives are met.
- Present forecast results in a clear, concise, and useful way.
- Initiates and implements appropriate actions to ensure key performance indicators are met based on current volume, AHT and staffing trends.
- Partners with outsource partners by providing long range staffing requirements and forecasting.
- Identify areas of opportunity to improve overall accuracy and productivity through automation, process improvement and by researching alternative forecasting methods.
- Assist business partners with the analysis and interpretations of WFM forecasting data and make recommendations for changes to optimize productivity.
- Partner with Business Unit teams to support process improvement initiatives.
- Works effectively with the other members of the Workforce Management Team and assists with other Workforce tasks as required.

**Qualifications**:

- A College or University Degree. Specialization in Mathematics or Statistics would be preferred
- A minimum of 4 years of experience working in a contact centre, including 2years experience in Forecasting or Planning.
- Four years in Contact Centre Analytics considered in lieu of WFM experience.
- Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
- Superior time-management, project management and organizational skills to manage competing priorities.
- Demonstrated ability to collect, compare and analyze all information and figures in detail while using strategic and creative approaches to solve complex problems.
- Demonstrated ability to develop performance-related reporting.
- making and problem-solving situations.
- Knowledge of workforce management software.
- The ability to communicate in French is considered an asset.

Additional Information
**What we offer**:

- Competitive salary and bonus structure
- Industry-leading employer-paid group benefits that start on your first day
- Defined benefit pension plan
- 100% coverage of continuing education and licensing fees (including RIBO and AIC courses)
- Flexible work from home and hybrid options
- Opportunities for advancement
- OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities._
- As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique._
- #LI-Hybrid #LI-Remote_