Workforce Analyst, Membership Services

5 days ago

Ottawa, Ontario, Canada Canadian Medical Protective Association Full time
Job Title: Workforce Analyst, Membership Services

Job Summary:

The Canadian Medical Protective Association (CMPA) is seeking a highly skilled Workforce Analyst to join its Membership Services team. As a key member of the team, you will be responsible for analyzing and forecasting workforce metrics to ensure optimal staffing levels and efficient operations for the Membership Services department.

Key Responsibilities:

  1. Analyze historical contact volumes, handle times, and other key metrics to identify trends and patterns.
  2. Develop accurate forecasts of incoming contacts (calls, emails, member portal, etc.) based on historical data and internal business trends.
  3. Anticipate seasonal fluctuations, or other factors that may impact contact volumes.
  4. Extract, manipulate data for analysis, generate reports and provide insights to inform decision-making related to staffing and scheduling.
  5. Collaborate with relevant stakeholders to gather input and adjust forecasts as needed.
  6. Act as Lead or Subject Matter Expert for any cross-departmental initiatives involving data analysis and workload assessment.

Requirements:

  1. Bachelor's Degree (4 years) in Business Administration, Statistics, Computer Science or related field.
  2. Minimum of 5 years of experience in a contact center environment, with a focus on data analysis, performance metrics and workforce management systems.
  3. Related certifications (such as Six Sigma, Advanced Excel and/or Data Analysis Certifications) are desirable.
  4. Proficient in IVR (Interactive Voice Control) and ACD (Automated Call Distribution) system management.
  5. Knowledge and understanding of applications such as MS Office Suite, Outlook and document management systems/CRM systems.
  6. Experience with contact center technologies and software (e.g., Cisco, Avaya, Genesys).
  7. Strong understanding of call flow design and telephony principles.
  8. Demonstrated knowledge of business process improvement and quality concepts and methodologies required.
  9. Experience developing and delivering successful quality and business process solutions; including reporting, analytics and data mining.
  10. Knowledge and understanding of BI and report tools and applications (IBM Analytics, SAS, Tableau, Power BI) preferred.
  11. Demonstrated experience with managing stakeholder relationships.
  12. Demonstrated experience presenting complex information and data to decision makers.
  13. Experience working in cross-functional teams in a project-based environment.
  14. Experience in leading and implementing projects.

Skills and Abilities:

  1. Strategic and creative thinker who is adept with quantitative and qualitative analysis.
  2. Advanced competency with spreadsheet applications such as Excel.
  3. Ability to report findings and make recommendations in a clear, concise manner both verbally and in writing.
  4. Ability to handle confidential data with sensitivity.
  5. Demonstrated ability to make timely and sound decisions with minimal supervision.
  6. Strong ability to develop and manage professional relationships and networks.
  7. Sound planning, organizational, prioritizing and time management skills.
  8. Ability to act as a resource and subject matter expert for leadership team.
  9. Ability to organize, conduct, and lead work groups.
  10. Demonstrated interpersonal skills including ability to work as a team member and ability to foster collaborative relationships with all levels of management.
  11. Demonstrated ability to coach and mentor team members.
  12. Excellent verbal and written communication skills in English.
  13. Ability to work independently with demonstrated attention to accuracy and detail.

What We Offer:

The CMPA offers a competitive salary range of $81,600-94,900, a hybrid work environment, and opportunities for professional growth and development.

How to Apply:

Please submit your application by September 24, 2024 at 4:00pm (EST). The CMPA is an equal opportunity employer and is committed to being responsive to those living with disabilities and strives to prevent and remove barriers to accessibility.

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