Senior Workforce Analyst – OTIP

Title of the Job: Senior Workforce Analyst

Location: Waterloo, ON

Job Description: Company DescriptionWho We AreWith every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that’s why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.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.

QualificationsLet’s Talk About You:This is the unique blend of skills and experience we would love to see in an ideal candidate:

• 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 also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.Additional InformationSome of the Perks We Offer:We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

• 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

Let’s work together! If you are interested in this opportunity, please apply online.OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.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.#LI-Hybrid

Company Name: OTIP

Salary:

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