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Senior Workforce Analyst - Jobs in Waterloo region

Ontario Teachers Insurance Plan
Job LocationWaterloo region
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent

Job Description

Job DescriptionWhat You’ll Do:The Senior Workforce Analyst is responsible for providing subject matter expertise in all workforce management functions, including forecasting, scheduling, and reporting.As a senior team member, this position will have insight into all lines of business and will play a key role in defining and ensuring adherence to workforce management best practices.Reporting to the Manager of Business Operations Support, The core parts of your role will be to:

  • 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.

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