Position Type:
PermanentIf 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.
We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.
Have questions or want to learn more about us? We would love to hear from you!
Kristen Drapeau – Senior Recruitment Consultant
Kristen.Drapeau@medavie.bluecross.ca
Kriysta Duguay – Recruiter
Krysta.Duguay@medavie.bluecross.ca
Welcome to Medavie!
I would be happy to share and discuss our organization, current and future career opportunies.
Many of our roles are able to be remote (work from home) in Canada
- Kristen Drapeau, Senior Recruitment Consultant
-Krysta Duguay, Recruitment Consultant
Who we are
We’re a team of over 8,000 professionals serving clients from coast-to-coast with operations in most provinces. We provide health benefits to nearly 1 in 10 Canadians and manage emergency medical services for nearly 1 in 15 Canadians.
We’ve been a leading health services partner for individuals, employers and governments across Canada for 80 years and a premier all-in-one carrier that provides health, dental, travel, life and disability benefits to individuals and organizations.
We've been recognized as one of Canada's Most Admired Corporate Cultures, one of Canada's Top 100 Employers, and an Imagine Caring Company.
What we value
Our values are inherent to our culture and provide the framework for each interaction we have and transaction we make, while providing a clear set of expectations to empower employees to do the right thing for everyone we serve. We are:
Caring – We show compassion in everything we do
Accountable – We follow through on our commitments
Responsive – We have the courage to act and adapt
Innovative – We encourage and value new ideas
Community-minded – We achieve more together
More than simply a poster on the wall, our mission of improving the wellbeing of Canadians represents the purpose of our organization ― and we align that with our culture.
What we give back
As a not-for-profit organization, we don’t answer to shareholders. Instead, we invest our earnings in our business, our communities and, most importantly, our employees. We use some of these earnings to support:
Programs to support causes that are close to our employees' hearts, matching the volunteer hours and donations they contribute
An annual United Way workplace campaign led by employees in each of our locations
The Medavie Foundation, which invests in community initiatives and organizations that improve the wellbeing of Canadians, focuses on some of the most pressing mental and physical health challenges facing Canadians.
We want to meet you as you are
At Medavie Blue Cross, we foster a culture of openness, understanding and a sense of belonging where everyone can bring their true selves to work. Nearly 70% of our management roles are held by women and we’re committed to creating a diverse, equitable and inclusive workplace where everyone is valued for who they are and what they contribute. We will accommodate people with disabilities during the recruitment, selection and hiring processes.
What we offer
If you live our values and deliver results, you’ll experience meaningful, rewarding work in a purpose-centred, inclusive organization that provides:
Flexible work options: We want you to work where you work best. We offer work from home, from the office, or a hybrid of the two, while ensuring you feel connected to your team and to our purpose. Our flexibility goes beyond location. We also have flexible working hours and part-time options available.
Competitive compensation: We believe in rewarding our employees for the skills they bring to their jobs and the results they deliver. This includes competitive compensation that will reflect your experience and expertise and annual performance-based incentives, a 100% employer-matched defined contribution pension plan, an employee RRSP, one-on-one financial counselling, vacation and personal days to help you rest, refuel and balance your life.
Career Growth: Internal talent mobility and growth are an integral part of our success. Employees are empowered to own their career development and have rewarding experiences in a variety of work areas. Supportive leadership will encourage and coach you to maximize your potential so you can access multiple learning pathways to develop. Our leadership development program and other programs, such as mentoring, performance-based management and education assistance, are offered to provide employees with an environment of lifelong learning.
Outstanding benefits: Wellbeing is at the centre of everything we do and this starts with our employees. To help you take a proactive approach to your health, we provide: