Position Title: Workforce Analyst
Reports To: Manager, Client Care Shared Services
Department: Contact Centre
Term: Permanent Full-Time​
Schedule: Flexibility to work either 8:00 AM to 4:00 PM or 11:30 AM to 7:30 PM ET

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: Equitable is growing! We are looking to add a Workforce Analyst to our Contact Centre!

The Workforce Analyst contributes to the success of the Client Care Centre (CCC) by ensuring schedules are in place and staffing levels are proactively set to align resourcing levels with forecasted work volumes. The analyst will use historical data, projected work and inquiry volumes from multiple channels (e.g., voice, email), knowledge of staff skills, and staffing data to create detailed staffing schedules to optimize CCC performance in line with defined key performance indicators.

The Client Care Centre Workforce Analyst will closely monitor activity and service levels throughout the day to make 'on the fly' changes to maximize service levels. This will require the Analyst to be in frequent contact with the leaders of the CCC, working with them to react to changes in resources or work, update schedules and optimize work distribution. They will use data to perform analysis and provide recommendations on potential solutions for both short-term and long-term actions. This analysis will drive operational decision making about staffing levels for intraday resource allocations and shift scheduling. The analysis will also be used to influence budget recommendations and decisions on the broader staffing model.

This role will provide support to multiple business units (Group, Individual, S&R) in a shared service model.

What you will be doing:

Intra-day scheduling

• Monitor incoming calls to 20+ queues and ensure enough resources are logged into each to ensure service levels are met, adjusting skill sets as needed to balance resources across queues throughout each day
• Monitor staff to ensure they are adhering to their schedule and take action to address non-adherence which may include engaging with the employee or their leader
• Adjust daily schedules to account for unexpected absences
• Track all "off the phone" activities including technical problems, outbound calls, etc. to provide meaningful insight on daily operations
• Communicate staffing gaps and areas of improvement.

Advanced forecasting and scheduling and monitoring of Client Care Centre performance

• Complete data analysis to forecast incoming call and email volumes based on the time of day, day of the week and month of the year
• Create a schedule to assign resources to meet forecasted daily demand, accounting for things like daily meetings, known absences, projects, resource time, training, etc.
• Lead daily, weekly and monthly meetings with Management to share insights on service levels, capacity and forecasting
• Subject matter expert on workforce optimization
• Analyze and understand trends in key metrics including Average Handle Time, First Call Resolution, Wait Times etc.
• Assist Leaders Trainers and Specialists with determining the best times for scheduling team meetings, individual coaching sessions and training
• Oversee vacation requests, illness coverage, and overtime support
• Complete ongoing schedule analysis, identifying opportunities to improve effectiveness and enhanced service levels, including making suggestions to optimize queue structure
• Track resourcing and make recommendations for when additional staff should be hired/trained including how many staff are required
• Identify opportunities to innovate for continuous improvement
• Keep informed of operational projects and initiatives that will impact the contact centres

What you will bring:

• Post secondary education in math, statistics or business
• Minimum of 1 year of scheduling and workforce management experience in a Client Care/Contact Centre environment
• Strong critical thinking and problem-solving skills to inform highly effective judgement and decision making
• Demonstrated experience working with data, including transformation, manipulation, forecasting and statistical modelling, and analytical skills to get insights from the data and make recommendations
• Demonstrated success working collaboratively within a team to produce results
• Ability to effectively present complex data to a variety of audiences to help with decision making
• Strong time-management, project management and organizational skills with the ability to react quickly to changing circumstances
• Strong attention to detail and ability to multi-task
• High level of proficiency with data analysis tools and Microsoft Office Suite including Power BI, Excel, SQL, etc.
• Experience with workforce management software is an asset
• Experience with Genesys cloud is an asset
• Experience as a Client Care Representative is an asset

What's in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company's pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
• Regular EQ Together events focused on company togetherness and collaboration
  
  
  

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

This role is open due to an existing vacancy.

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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