Workforce Analyst

3 weeks ago

Vancouver, Canada Western Financial Group Full time

**Truthfulness | Fairness | Value | Loyalty**

As one of Canada's largest insurance providers, Western has more than 220 locations across Canada. With over 2,100 team members, our actions are anchored in our Guiding Principles, Truthfulness, Fairness, Value, and Loyalty. We take care to deliver the right insurance solution every time so our customers can live confidently.

**WORKFORCE ANALYST**

In this role, reporting to the Workforce Manager, you will support Western’s Customer Care Centre (CCC) by leveraging your expertise in end-to-end Workforce Management practices to collect, analyze and forecast contact center volumes. As a member of the Workforce Team you will advise on the potential impacts of business decisions on call volume and partner with business leaders to optimize the Customer Experience.

**Here is what a typical day looks like**
- Coordinate adjusting, reporting, and analysis on both real-time and historical data on metrics such as call statistics, performance measures, forecasts, etc.
- Completing ad hoc projects assessing impact of business decisions on service levels and breaking down complex data into reports for leadership
- Enhance current data optimization capabilities by building and maintaining data collection systems and databases
- Optimize client wait times by providing stakeholders with recommendations as it pertains to scheduling, training plants and shrinkage
- Participate in the development of business leader expertise in Workforce Management methodology to better inform decision making
- Leverage automation opportunities to build efficiencies and drive continuous improvement.

**The value you bring**
- 5+ years in a Workforce Management role, with a focus on Forecasting
- Degree in Computer Science, Mathematics, Statistics or related analytical STEM field
- Experience with Nice, Genesys, or related Workforce Management software
- Call Centre experience an asset
- Coding proficiency in Python or SQL an asset
- High level of proficiency in MS Office Suite, specifically with Power Query, Power Pivot, & Power BI
- You are comfortable taking ownership of projects and working autonomously, whilst effectively communicating your findings and recommendations to leadership

Hours: 37.5 hours/week

Location: Remote in Canada

Salary Range: $57,000 - $85,000

Job Requisition #: 80359

**What if I don’t meet every requirement?**

If you’re excited about the role but your experience doesn’t check every box - we still encourage you to apply. You may be the right person for this role - or we might have another that suits you even better

At Western, we are dedicated to building a diverse, inclusive, and authentic workplace in the communities we work and live in If you have questions or require accommodation, please reach out to us.

**Health and Wellness**

We take pride in providing programs that add value to our people’s lives - after all, they are our greatest asset. Eligible employees receive a competitive compensation package consisting of 3 weeks’ vacation, 14 wellness days, company matching investment and savings programs, and 100% employer-paid group benefits, including a health care spending account.

For over 20 years, supporting our local communities has been a part of everything we do - it’s engrained in our culture though the Western Financial Group Communities Foundation.

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