Senior Workforce Analyst
2 weeks ago
We are seeking a highly skilled and experienced Senior Workforce Analyst to join our team at Ontario Teachers Insurance Plan (OTIP). As a key member of our workforce management team, you will be responsible for providing subject matter expertise in all workforce management functions, including forecasting, scheduling, and reporting.
Key Responsibilities- Provide subject matter expertise in workforce analysis across various business processes and system integrations, including the implementation of business initiatives to support projects and technology solutions.
- Analyze historical contact volume, Average Handle Time (AHT), and other key KPIs to capture, identify, and report on emerging trends.
- Use historical data and available business intelligence to support the forecast of daily, weekly, and period-level contact volume and AHT. Compare actual results to forecasts, provide insights, and apply learnings to future forecasts and scheduling.
- Lead/contribute to weekly meetings with department leaders to identify trends, find opportunities for improvement, drive efficiencies, and increase productivity.
- Responsible for long-range workforce projections and the integration of business goals into future planning, ensuring long-range goals cascade into short-range planning for each Business Unit.
- Present workforce management reports in a clear, concise, and useful manner.
- Identify, recommend and implement appropriate actions to ensure key performance indicators are met based on current volume, AHT, and staffing trends.
- Identify areas of opportunity to improve overall accuracy and productivity through automation, process improvement, and researching alternative methods.
- Mentor, guide, and train team members to ensure consistent processes are maintained across various lines of business.
- Partner with Business Units in process improvement initiatives.
- Work effectively with other members of the Workforce Management Team and assist with other workforce tasks as required.
- 8+ years of workforce management experience, including 2 years in Forecasting or Planning.
- Exceptional communication skills and the ability to deal effectively with all levels of internal and external stakeholders. Excellent presentation, facilitation, and influencing skills required.
- Superior time-management, project management, and organizational skills to manage competing priorities.
- Proven ability to collect, compare, analyze, and present information and figures in detail while using strategic and creative approaches to solve complex problems.
- Proven ability to develop performance-related reporting.
- Proven ability to analyze data and apply judgment in decision-making and problem-solving situations. Ability to articulate a story based on data findings and present it to a group, including senior leadership.
- Proven ability to develop junior team members.
- Advanced knowledge of workforce management software.
- Advanced knowledge of Microsoft Office Suite applications.
- The ability to communicate in French is considered an asset.
We offer a comprehensive compensation package, including a competitive salary, benefits, and opportunities for professional growth and development. If you are a motivated and experienced professional looking for a new challenge, please submit your application.
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