Workforce & Reporting Analyst

2 months ago


Surrey, Canada GroupHEALTH Benefit Solutions Full time

**WHO ARE WE?**

The GroupHEALTH Family of Companies is a leading Canadian provider of employee benefits, made up of GroupHEALTH Benefit Solutions, GroupSource, Manion Wilkins & Associates Ltd, and Disability Management Institute and an additional 7 operating companies.

GroupHEALTH holds substantial controlling interest of the above companies and is a wholly owned subsidiary of Munich Re New Ventures, a division of Munich Re—one of the world’s leading providers of reinsurance, primary insurance, and insurance-related risk solutions.

**YOUR ROLE**

**YOUR IMPACT**
- Performance Analysis-Continually analyze key performance metrics to identify trends, patterns on agent and operational areas of opportunity and collaborate with leadership to resolve them.
- Intraday Management-Monitor KPI as well as queue and agent activity real time and communicate with leaders to provide coaching for agents.
- Scheduling
- Own overall agent scheduling responsibilities, including, but not limited to the production and maintenance of optimized work schedules; vacation schedules; special event schedules; and bank time management.
- Forecasting
- Analyze past and future operational events to produce long term/short term/intraday forecast.
- Capacity Planning - Forecasting to plan for headcount requirements, shrinkage management.

**THIS IS YOU**
- Post-secondary Diploma or Degree
- 5+ years of experience in contact center or WFM experience
- Knowledge of industry related language and technology; as well as Contact Centre metrics, calculations, and the factors that influence their results.
- Proficient with WFM software such NICE inContact
- Expert level Excel knowledge

**WHAT YOU'LL GET**
- Comfortable compensation.
- Comprehensive and competitive benefits package.
- Starting at 3 weeks' vacation, plus flex days to help you achieve that work-life balance.
- Wellness programs to support you in and out of the office.
- Learn and grow with us through our employee education program.

**WHY YOU WILL LOVE WORKING FOR GroupHEALTH**

Professional Development

We are a fast-growing company and as a result, there are ample opportunities for career growth and professional development when you join our team. From a transparent promotion structure and defined career paths to a wide range of learning and development opportunities, we do what it takes to invest in your career and help you hone your skills so you can grow alongside us

Health & Wellness Benefits

We offer a comprehensive array of health and wellness benefits that provide choices so you can tune your benefits plan to fit your unique needs.

Events and Socials

When you join our team, you’ll enjoy everything from virtual company-wide teaching and training days, industry events, Happy Fridays, team social events and much more



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