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Our priority is the health and wellness of employees and the people of Ontario. As such, this position may involve working from home for part of the duration of this position. The WSIB model mixes working from home, office and field.
About The Workplace Safety And Insurance Board (WSIB)
We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.
At The WSIB, You’ll Have The Opportunity To
- explore many career paths and follow your passion
- continuously learn and grow professionally
- be recognized for the great work you do
- participate in programs that support your health and wellbeing
You’ll also receive a competitive salary and may be eligible to participate in our health and dental plan.
Salary Grade: N06 From: $75,366.36
This is a temporary opportunity up to 24 months.
Job Summary
The Senior Analyst will provide forecasting for both short term and long-term workloads in order to manage and maintain service levels and customer satisfaction in a multi-channel environment. Other duties include ad hoc analysis to help support business partners in providing recommendations in order to make operational decisions related to resourcing.
Major Responsibilities
Data analysis
- Conduct extensive data analysis to identify work volume variances, call drivers, customer behavior and call types. Analyze and report upon historical data and trends in order to develop forecast models and ensure that service levels are met.
- Performing ad hoc what if analysis for partners in order to help business decision, including scheduling scenarios and capacity plan simulations.
- Providing forecasts based on historical trends, emerging business events, yearly/monthly/weekly/daily in order to ensure business partners understand resourcing requirements. Develop a learning design program cycle to ensure ongoing learning needs analysis, development and implementation of appropriate learning solutions for management, staff, providers and employers.
Capacity planning
- Develop and maintain a detailed staffing plan that incorporates all resourcing inputs (shrink, workload, attrition, etc) for use by Workforce Schedulers in the creation of schedules.
- Assist in the budget planning process to provide input and recommendations on budget and resourcing requirements. This involves coordination with HR and Finance to ensure budgeted and actual FTEs numbers are accurate within WFM plans.
- Maintain a capacity plan with forwarding looking outlook up to 2 years to assist in branch budgeting and resource allocation. This plan will assist in driving decisions around FTE requirements/allocation.
- Preparing daily, weekly, bi-weekly, quarterly and annual workload forecasts for business partners in areas where WFM supports.
- Creation of weekly/monthly decks to provide insight to business parts on high-level phone and back office metrics.
- Consolidation of data and maintenance of quality standards. Identify deviations from performance targets based on metrics determined by the business and reported out on by CBIA. Eg: occupancy / shrink / conformance / average handle time.
- Assistance with root cause analysis on deviations from standards established.
- Ensure that all reports produced adhere to data quality standards and intake process governance determined.
Liaise with business partners
- Provide subject matter expertise with business partners on scheduling and forecasting procedures
- Assistance with the business in leading initiatives by providing best practices from a workforce perspective.
- Education requirements:
- Post-secondary education training in data modeling, statistics, or business administration minimum.
- Bachelor’s Degree in Business Administration, Human Resources, Finance, Statistics, or other related field preferred.
- Experience:
Minimum Experience Required
- 1 year in a Senior workforce management role with expert knowledge in scheduling/real time management/forecasting.
- Experience with Workforce Management technologies (ACD, WFM Software).
- Microsoft Office proficiency.
Preferred Experience
- 3 years in a Senior workforce management role with expert knowledge in scheduling/real time management/forecasting/capacity planning and resource optimization.
- Experience with Workforce Management technologies (ACD, WFM Software).
- Experience configuring these tools for optimal performance.
- Advanced Microsoft Excel knowledge.
- Six Sigma Experience.
Our commitment to equity, diversity and inclusion
We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.
The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.
Disclosing conflicts of interest
As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.
Privacy information
We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.
As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.
To apply for this position, please submit your application by the closing date.
