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Senior Workforce Management Analyst
4 months ago
Why join us?
Are you looking to join a dynamic pension plan that embodies the strong values of its 600,000 members and is an industry leading global investor? If so, we would love to tell you our story.
At OMERS we put our people first and are proud to embrace the diversity of thought and leadership that comes from having locations in Toronto, London, New York, Singapore, Sydney and other major cities across North America and Europe. Our culture is truly one of a kind. We get stuff done, and have fun doing it We take great pride in contributing to the communities where we live with an ever-constant eye to the global investment markets.
As a Senior Workforce Analyst, you will conduct analysis on large data sets and report on insights, trends, volume forecasts and key performance metrics. You will also execute workforce schedule planning, shift and resource allocation, intraday monitoring, capacity modelling, and resource planning. You will provide real value through high-quality information and actionable data-driven insights regarding schedule and resource allocation as well as monitoring call, digital, email and transactional volumes, and implementing effective service level tactics.
As a Senior Workforce Analyst, you will be responsible for:
Forecasting - Analyze and combine key forecast elements with past and future operational events to produce long term/short term/intraday forecasts within a variance target. Provide post incident analysis on any variance to target. Maintain detailed event logs of incidents impacting operations for use in future forecasts.
Capacity Planning – Analyze large data sets and use forecasting models to preplan headcount requirements for hiring and training cycles. Oversight of shrinkage management, including future project initiatives to ensure optimal service levels, appropriate staffing and productivity goals are met across the workforce.
Scheduling – Accountable for recommendations related to agent scheduling responsibilities, including, but not limited to the production and maintenance of optimized work, vacation schedules, special event and approved time off schedules. Proactively providing gap analysis and mitigation solutions when business goals are at risk of not being achieved.
Performance Analysis & Reporting - Continually analyze key performance metrics to identify incidents, trends, and patterns on agent and operational areas of opportunity, and collaborate with the team to resolve them. Prepare regular reporting and analytics, track changes to forecasted headcount activity (e.g. actual headcount vs plan, year over year variances, forecasted supply/demand changes). Creation and ongoing maintenance of reports and dashboards and a clear plan for adoption of the dashboards within the business.
Intraday Management - Monitor key indicators, as well as queue and agent activity in real-time. Maintain open communication with leaders to coordinate changes to optimize performance and productivity; mitigate negative impacts to business goals and activate business recovery plans when needed.
Project Insights - Contribute to projects by providing workforce insights to support informed change and defining metrics that will be implemented for change impact analysis.
Drive continuous improvements - Work with internal data teams and external data sources to develop robust workforce reporting, analytics and insights to drive critical decision making.
Teamwork and Collaboration - Uphold and demonstrate OMERS Vision and Core Values when dealing with both internal and external stakeholders through identifying, drafting, and communicating data analytics findings.
Seek opportunities to connect directly with OMERS staff via issue-based problem solving and/or project work.
Participate in the development/maintenance of a positive, results-oriented team environment.
Work with internal data teams and external data sources to develop robust workforce reporting, analytics and insights to drive critical decision making.
To apply, you will need:
Post-Secondary education in business administration, finance, mathematics, statistics, or a related analytical field such as a workforce planning role
Advanced knowledge of Excel, especially with advanced formulas, pivot tables and charts, slicer/timeline filters
Experience with Workforce Management (WFM) related software (both contact centre and back-office administration) as well as Erlang C formulas and calculators preferred.
Strong analytical skills with the ability to reason logically and effectively evaluate data and present findings in a clear concise manner.
Proven ability to communicate key information succinctly and clearly to audiences of various sizes and organizational levels.
Conceptual thinker with the ability to clearly capture, communicate and share information.
Strong time management, organizational, and goal setting skills. Able to balance and prioritize simultaneous projects and tasks while maintaining attention to detail.
High integrity and discretion to ensure the confidentiality of sensitive information.
Self-starter and able to adapt in a fluid environment.
Ability to reprioritize individual work to support team needs as circumstances require.
Ability to consistently meet deadlines unsupervised.
Ability to initiate and nurture positive working relationships with partners at all organizational levels.
A track record of “thinking outside the box” and looking at a challenge through multiple lenses.
Acute attention to detail and an interest in maintaining the highest data quality standards.
Strong ability to manage multiple priorities, work under pressure to meet deadlines.
Strong willingness and independent attitude in learning new things.
What we are offering:
A rewarding and fulfilling career with a first-class pension plan.
Participation in the OMERS Defined Benefit Pension Plan.
From the day you join, comprehensive employer-paid health benefits.
Annual health spending account and employee support programs such as Employee and Family Assistance Program (EFAP), Headversity, Maven and LifeSpeak.
An annual wellness credit of $600 that promotes an active lifestyle through League.
Competitive paid time off: 15 days of vacation + 5 personal days annually
A hybrid work environment that allows employees to work in-office and remotely.
Diverse and inclusive culture with access to a variety of Employee Resource Groups.
Extensive professional development and growth opportunities with access to top tier learning platforms such as Coursera.
An award-winning workplace recognized as one Greater Toronto's Top Employers (2024), Great Place to Work in Canada (2024) & Canada's Most Admired Corporate Cultures (2023)
Our story:
Founded in 1962, OMERS is one of Canada’s largest defined benefit pension plans, with $128.6 CAD billion in net assets as of December 31, 2023. OMERS is a jointly-sponsored pension plan, with more than 1,000 participating employers ranging from large cities to local agencies, and over half a million active, deferred and retired members. OMERS members include union and non-union employees of municipalities, school boards, local boards, transit systems, electrical utilities, emergency services and children’s aid societies across Ontario. Contributions to the Plan are funded equally by members and employers. OMERS teams work in Toronto, London, New York, Amsterdam, Luxembourg, Singapore, Sydney and other major cities across North America and Europe – serving members and employers and originating and managing a diversified portfolio of high-quality investments in public markets, private equity, infrastructure and real estate.
OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.
