Workforce Management Analyst

Position Type: Permanent If you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place. As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year. Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it’s reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today. Position Summary As the Workforce Management Analyst you will work closely with the Provincial Contact Centre Team. Responsibilities will include ensuring operational key performance indicators are achieved in the contact centre through careful monitoring and forward-thinking planning/forecasting. Reporting to the Manager of the Provincial Programs, the Workforce Management Analyst will be responsible for facilitating solutions and reporting results within the Contact Centre operations. For example: forecasting schedule requirements, creating and managing team schedules, creating comprehensive reports reflective of how the contact centre is performing, analyzing the numbers and interval results to find ways to improve the overall experience for the team. These solutions will range from short term call routing and skill set changes to more complex technical problem solving and reporting analysis. As a Workforce Management Analyst your Key Responsibilities:

• Monitor real time contact centre performance including call traffic, staffing levels and offline activities to ensure they are all going according to plan and take corrective action as required.
• Monitor and support the achievement of the contact centre service levels, working to identify and mitigate gaps.
• Conduct maintenance on hold messaging, call flow, scripts, and other components of the telephony system, working directly with service providers/vendors.
• Develop, maintain and manage customized reporting for internal and external stakeholders from Cisco/Finesse/Verint telephony system.
• Work with leadership team to develop and provide data to inform staff planning and scheduling along with recommendations identifying indicators for future improvement opportunities.
• Develop and communicate recommendations for improvements of operational processes including to coordinate cross functional team to proactively resolve complex problem and implement appropriate solutions.

As the ideal candidate, you possess the following Qualifications: Education : University degree or college diploma in Business Administration, computer systems, project management or equivalent operational experience. Work Experience : 1 to 3+ years in a contact centre environment including a clear understanding of Workforce Management principles and tools. Other Qualifications : Experience or aptitude for facilitating presentations and meetings. Excellent verbal skills for explaining complex issues with excellent written communication skills. Computer Skills : Strong computer skills and experience working with Microsoft Office Suite and lotus notes. Proficiency in Microsoft Excel for developing daily, weekly and annual reporting. Language Skills: Bilingualism in English and French considered an asset Core Competencies Knowledge : A background in health and life insurance and training industry with the functional and technical knowledge and skills to do the job at a high level of achievement. Analytical Thinking : High attention to detail, using logic and good judgement in decision making for when different situations and skills may call for different approaches. Communication Skills : Possess superior communication skills (oral, written, listening) and delivers information clearly and confidently. Demonstrates the ability to tailor information and delivery to suit the nature of the material, audience and situation. Execution and Organizational Skills: Prioritizes and effectively copes with change. Ability to organize work and information in a well thought out manner to deliver on specific tasks and reporting deadlines. Exhibits high levels of energy perseverance in the pursuit of established goals. Team Work Skills : Demonstrates an understanding of how the job contributes to the overall success of the contact centre and takes the initiative to help with problem solving situations. Easily gains trust and support of peers, encourages collaboration and is composed. Seeks and is receptive to feedback and enjoys working with people both as a team and one on one. #CBM1#LI-VS1 We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws . We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted. If you experience any technical issues throughout the application process, please email: Medavie.Recruitment@medavie.ca .