Workforce Analyst

6 months ago

Toronto, Canada Workplace Safety and Insurance Board Full time

The WSIB’s Channel Solutions Division is a key partner in the organization’s strategic transformation initiatives with a focus on designing new solutions with the customer experience in mind.

**Major Responsibilities**:
1. Create and maintain work schedules in a multi-channel environment using available software.

a) Adjust schedules to account for:

- Forecasted calls (and other work volumes)
- Planned and unplanned shrinkage (such as vacation, flex schedules, absenteeism)
- Average Handle Time
- All other business needs including but not limited to; special projects, meetings, offline activities, training, etc.

b) Structure schedule in a way that effectively allows service level targets to be met to ensure the best possible customer experience in all managed queues.
- Ensure staff is in the right place at the right time with the right skills.

2. Review and recommend appropriate staffing levels to management team, and present different scenarios to improve staffing coverage as necessary.

a) Ensure appropriate staff levels are determined based on all internal and external factors

b) Ensure all maintained lines of business are within staffing thresholds.

3. Identify and prioritize operational risks with relation to achieving targeted service levels.

a) Develop, perform and communicate risk assessments

b) Provide assessments to the Operations team with recommendations on how to alleviate or negate potential risks

c) Implement corrective actions and maintain partnership with the Operations team to mitigate any identified risks

4. Participate in the development and implementation of processes and procedures through the creation of a document reference library (Playbook) and partnership agreements. This includes building process documents and conducting research analysis for system enhancements in order to gain "buy in" from various internal lines of business.

5. Adjust scheduling and resource planning as defined through relevant lines of businesses policies and procedures.

6. Analyze and report on branch key performance indicators, such as service levels, handle times, schedule adherence, occupancy, etc.

a) Gather and analyze data to identify performance expectations

b) Report on individual performance compliance

c) Provide insights and recommendations to the Operations team to address key performance issues, including but not limited to:

- Supplemental training needs;
- Creating/developing reports;
- Targeted agent behaviours and performance

d) Provide real-time reports to Operations to better steer daily performance

7. Utilize staffing plan on a weekly basis to determine appropriate forecast/scheduled hours/shrink for weekly schedule creation. Provide recommendations during schedule creation should staff availability (Breaks, Lunches, etc.) need to be adjusted to allow for proper coverage.

a) Coverage is maintained through the division of all hours of operation into 15 minute intervals

b) Maintain an open line of communication with the Operations team through bi-weekly meetings to address high level staffing concerns.

8. Monitor real time adherence utilizing available software.

a) Monitor individual staff adherence to scheduled activities as well as their proper use of ACD (Automated Call Distribution) stats.

b) Contact staff and/or management as required directing them on the appropriate action to achieve the targeted service level

c) Ensure the lowest possible wait times for all inbound client calls

d) Maintain appropriate occupancy levels to alleviate agent stress and ensure continued business profitability

9. Provide administrative support for all internal clients currently utilizing business software account IDs.

a) Support includes but not limited to:

- Access issues
- Profile creation
- Profile maintenance
- Skill set modification
- Profile deactivation
- Team creation

b) Work with HelpDesk and directly with software vendor support team(s) to address issues that arise.

10. Track completion of mail items, including incoming items as well as outstanding mail backlog - to minimize response times and maximize customer satisfaction as well as balance agent workloads.

a) Work with management to strategize mail allocations to staff to target items based on priority levels and deadlines

b) Determine and implement scheduling or real-time adjustments necessary to meet mail completion requirements

c) Use the Business Events Calendar to predict future mail trends in order to adjust strategies for incoming items to ensure high level priority items are completed within necessary deadlines

d) Assign tasks within the mail software to queues, teams and/or agents as required

e) Report day-to-day outstanding mail data to trend backlog completion and provide feedback and recommendations based on current plan of action

11. Provide assistance and support to the Senior Workforce Analyst in maintaining and updating the capacity plan. Assist in determining and providing recommendations t

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