Senior Workforce Analyst
1 week 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 Business Operations Support team, you will play a critical role in providing subject matter expertise in workforce management functions, including forecasting, scheduling, and reporting.
Key Responsibilities- Provide expert analysis and insights to inform workforce management decisions, leveraging historical data and business intelligence to drive strategic planning.
- Develop and maintain accurate forecasts of daily, weekly, and period-level contact volume and Average Handle Time (AHT), ensuring alignment with business goals and objectives.
- Collaborate with department leaders to identify trends, opportunities for improvement, and areas for process optimization, driving efficiencies and productivity.
- Lead the development and implementation of long-range workforce projections, ensuring seamless integration with business goals and short-range planning.
- Present clear, concise, and actionable workforce management reports to stakeholders, highlighting key performance indicators and areas for improvement.
- Identify and recommend process improvements, automation opportunities, and alternative methods to enhance overall accuracy and productivity.
- Mentor and train team members to ensure consistent processes and best practices are maintained across lines of business.
- Partner with Business Units to drive process improvement initiatives and foster a culture of continuous learning and improvement.
- 8+ years of workforce management experience, including 2 years in forecasting or planning.
- Exceptional communication and presentation skills, with the ability to effectively engage with internal and external stakeholders.
- Superior time management, project management, and organizational skills to manage competing priorities.
- Proven ability to collect, compare, analyze, and present complex data, using strategic and creative approaches to solve problems.
- Advanced knowledge of workforce management software and Microsoft Office Suite applications.
- The ability to communicate in French is considered an asset.
We offer a comprehensive compensation package, including a rewarding salary, bonuses, and industry-leading group benefits. Our total reward programs and comprehensive mental wellness supports ensure you have the resources you need to succeed in and outside of work.
Join our team and take advantage of opportunities for advancement, flexible work-from-home and hybrid options, and access to a wealth of learning resources, including LinkedIn Learning for professional development.
At Ontario Teachers Insurance Plan (OTIP), we value diversity, equity, and inclusion. We strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity.
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