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Workforce Optimization Specialist


Kitchener, ON, CANADA
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 - Economical Insurance

About Us

With an award-winning focus on learning and personal wellness - not to mention competitive pay and company-matched RRSP contributions - Economical Insurance® is a great place to work. Our culture encourages collaborating and contributing to the company's success in a meaningful and rewarding way. Flexible hours, volunteer days, recognition programs and a "smart casual" dress code also create an enviable work-life balance here. Named Canada's Best General Insurance Company for 2013 and 2014 by World Finance magazine, and consistently placing in the top 20 of Training magazine's global award winners, Economical is an industry leader.

Job Description

Workforce Optimization Specialist (WFM)

Job Code: 5281
Location: Kitchener, ON
Department: Personal Insurance
# of openings: 2
Job Type: Full Time
Closing Date: 14/11/14


Workforce Optimization Specialist (WFM)

Since you come with lots of experience, you know how critical a workforce optimization role is to the success of the organization.  The scope of this role ranges from forecasting, intraday (real time monitoring), reporting to root-cause analysis.

Workforce management is integral to our success.  Working closely with the managers and team leaders, you will 'tell a story' using data and analytics.  Management heavily relies on the data and recommendations of workforce management to make the best decisions to drive the business to success.

PLEASE NOTE: This role will support our National Processing Centre hours of operation which are:

7:30 am to 7:30 pm. Your core hours will fall within this range (i.e. 8:30 am to 4:30 pm or 10 am to 6 pm, etc.).


Relationship Management:

  • Develops and maintains effective working relationships with Underwriting leadership and staff
  • Is able to persuade and influence stakeholders over whom he/she has no authority
  • Collaborates with HR and Underwriting leadership to monitor staffing levels and implement necessary staffing changes to ensure resource mix, skills and FTE are appropriate to meet current and future demand, service level agreements and KPIs

Demand Planning & Forecasting Resource Requirements:

  • Calculates and forecasts volumes of demand for transactions and incoming calls for specific in-scope National Processing Centre functions; shares analyses with relevant stakeholders and leaders
  • Determines required resource mix and staffing levels to meet demand, achieve service level agreements and KPIs
  • Continuously monitors the appropriate systems to determine real-time volumes for work and calls, as well as workforce utilization metrics, to inform same-day re-allocation of resources when required
  • Applies workforce modeling techniques to forecast and plan for long-term resource requirements in response to "what if" scenarios based on business, technology, and/or operational changes

Reporting and Forecasting: 

  • Create meaningful reports on current & future activity and conditions to predict call volumes, average handling time (AHT), arrival pattern, expected shrinkage that will occur and occupancy requirements;
  • Build staffing and scheduling models for our National Processing Centre teams to meet the needs of our customers;
  • Identify, recommend and develop solutions for business process deficiencies, staffing plan development challenges, staff performance management pertaining to adherence and attendance, etc.;
  • Manage special conditions within the framework of an Emergency Action Plan;
  • Uses the developed forecasts for volumes to define short-term and long-term staffing requirements and develop a schedule for each in-scope Underwriting resource's work hours, breaks, training, and meetings, in collaboration with Team Leaders and Managers

Intraday / Real-time management:

  • Assign and reassign skill-sets based on call volumes and workload
  • Optimize breaks, lunches and offline activities
  • Set schedule & adjust based on business needs
  • Monitor adherence and conformance
  • Administer vacation plans and exception tracking
  • Schedule and approve (as agreed upon by manager) offline activities (e.g. coaching, training)
  • KPI reporting

Job Requirements:

  • University Degree or college diploma in a relevant discipline
  • 5+ years of workforce optimization experience effectively managing high quality, cost-effective forecasting and scheduling in a contact centre environment
  • 3+ years of reporting analytics experience
  • Strong analytical skills to gather, interpret, and summarize complex data into reports and insights that enable effective decision making
  • Strong verbal and written communications skills

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