Senior Workforce Analyst
6 days ago
We are seeking a highly skilled 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.
- 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.
- 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.
- 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.
- Mentor, guide, and train team members to ensure consistent processes are maintained across various lines of business.
- 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.
- 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.
- Proven ability to develop junior team members.
- Advanced knowledge of workforce management software.
- Advanced knowledge of Microsoft Office Suite applications.
- Rewarding salary and bonuses that truly value your dedication.
- Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day.
- Defined benefit pension plan for a financially confident retirement.
- 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario).
- Access to a wealth of learning resources, including LinkedIn Learning for professional development.
- Flexible work-from-home and hybrid options.
- Unlock your potential with opportunities for advancement.
We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.
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Waterloo, Ontario, Canada Ontario Teachers Insurance Plan (OTIP) Full timeAbout the RoleWe 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...
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Waterloo, Ontario, Canada Ontario Teachers Insurance Plan (OTIP) Full timeAbout the RoleWe 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...
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