Workforce Management Analyst

Job Overview

Working under minimal supervision, the Workforce Management Analyst role contributes to Wawanesa’s success by acting as an architect of the program which assesses and provides timely and accurate information and reports to support decision making regarding workforce planning.  This role supports Wawanesa’s journey into a performance-based operating culture by applying statistical analysis and a structure methodology, while collaborating with regional/functional executives, managers, and supervisors, to make recommendations on staffing levels that range in scope from administration professionals, Claims, and Underwriting functions spanning across the organization.

Job Responsibilities

• Design, plan, execute and maintain the Workforce Management planning methodology, processes, and procedures to create FTE plans for Claims, Underwriting, and other functional areas as required.
• Responsible for the development, ownership, delivery, and maintenance of FTE forecasts and business performance metrics; identify variances and potential opportunities through variance and analysis. This includes phone and non-phone activities and interactions to optimize workload distribution.
• Lead workforce optimization initiatives by analyzing staffing patterns, workload distribution, and performance metrics to improve operational efficiency and service delivery.
• Communicate and collaborate with internal stakeholders through producing reports, meetings, correspondences, and presentations. Builds and fosters strong relationships with operational management teams, branch and executive office stakeholders.
• Develop and execute monthly operational KPI reporting in relation to forecast vs actuals, staffing models, while providing recommendations on improving the utilization of resources and other operational excellence improvement initiatives.
• Produces capacity plans and resource recommendations incorporating headcount, seasonality or market variability and out of ordinary conditions, across all product lines and initiatives. Provides recommendations and insights to ensure service level agreements are attained or improved.
• Assist in FTE annual budget planning, as well as ad-hoc FTE analysis for process/organizational changes.
• Maintain depth of knowledge and expertise on industry trends and methodologies.
• Perform other duties as required.

Qualifications

• Undergraduate university degree in Accounting, Finance, Statistics, Economics, Data Science or completion of certificate with 2-3 years of experience in business or data analysis.
• 3+ years of experience in a Workforce Management function in a service center, insurance or finance, or call center organization, with working knowledge of concepts, initiatives, methodologies and strategies in Workforce Management.
• Knowledge of, and experience in P&C insurance services industry, including claims, strongly preferred.
• Expert proficiency in MS Excel and Power Query, especially with advanced formulas, tables, and charts.
• Advanced proficiency with SQL, writing complex queries, and PowerBI, data modelling and DAX coding.
• Experience with Monte Carlo Simulation tools, such as Oracle Crystal Ball, in modelling simulations and optimization or other similar tools is considered an asset.
• Experience with, and depth of knowledge of Genesys Cloud or other Contact Center Technology.
• Excellent analytical and problem-solving skills, with demonstrated ability to extrapolate, organize, and present complex information to stakeholders.
• Excellent influencing skills, able to distill core concepts and build consensus and influence key stakeholders.
• Advanced verbal and written communication skills, with the ability to communicate in a clear and concise manner with style fitting for the audience and message.
• Ability to work independently, and work as part of a team.