Work Coordinator/scheduling Analyst

As an equal opportunity employer, we are looking to build a diverse workforce that reflects the diversity of our clients and the customers we serve. Learn more about working for WCB at Careers - WCB Alberta

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Work Coordinator/Scheduling Analyst

Claims Contact Centre

Edmonton, Alberta

Temporary Long Term, Full-Time Position

Why WCB-Alberta?

We are a team that cares. Over 2,000 people, in four offices located in Edmonton and Calgary, each with unique skill, expertise and perspective that supports our core areas of business. Regardless of specialty, we are a team connected by a shared purpose and value.

As the independent operator and administrator of the province's Workers' Compensation Act, we come to work each day committed to over two million workers and over 170,000 Alberta employers. We are inspired by making a positive impact on the lives and businesses that have been impacted by workplace injuries.

We are seeking a Work Coordinator/Scheduling Analyst to provide monitoring and management of call flows and service levels within the Claims Contact Centre. A key responsibility will be to optimize resources and achieve consistent results through accurate forecasting and scheduling based on historical data and future trending analysis.

Your Work Coordinator/Scheduling Analyst responsibilities:

• Analyzes contact centre trends, including call/workload volumes, call patterns, staff productivity, attrition rates and resource allocation. This includes the development and implementation of contingency plans to minimize service disruptions.
• Forecasts call/workload volumes and builds staffing and scheduling plans to meet business unit goals and objectives.
• Supports Claims Contact Centre Management Team through statistical reporting and analysis.
• Supports other teams within the Claims Contact Centre by assisting with inbound calls as required.
• Assists with staff performance development by providing feedback for performance development plans.
• Provides mentoring and coaching to staff (includes development and assisting with updating training materials).
• Develops and maintains work procedures; including process maps.
• Supports administrative duties: responsible for attendance including tracking appointments and vacation approvals on the team calendar.
• Provides orientation to new staff.
• Ensures that a high level of confidentiality is maintained at all times.

Your experience and skills:

• Three years of experience within an inbound/outbound Contact Centre environment with knowledge of related technology i.e. CISCO and/or skill-based routing, IVR and Workforce Management.
• At least 3 years of progressively more responsible scheduling and trend analysis experience. A combination of contact centre and scheduling experience will be considered.
• Degree or diploma in Business with course work in economics, statistics or analytical methods or a degree or diploma in Computer Sciences, Computer System Technology, Multimedia or Graphical Design is a strong asset to the role.
• Proficiency with Microsoft Excel, Word, and PowerPoint is required..
• Advanced analytical skills are essential for success in this role.
• Working knowledge and understanding of roles and responsibilities of all teams within the Claims Contact Centre.
• Superior verbal and written communication skills, well-developed interpersonal and organizational skills, as well as ability to work independently or in a team environment.
• Ability and desire to work in an extremely fast paced and highly technical environment.
• An equivalent combination of education and experience may be considered.

We offer a competitive salary, a comprehensive benefits package, flexible work schedules and hybrid work opportunities (combination of work from home and physical office) that foster a healthy work-life balance. You'll work with supportive leaders and skilled professionals in a caring and collaborative work environment. For more information, please see our Employee Handbook, available on our website.

Salary: $57,910.00 to $68,085.00 per annum (Pay Grade 8)

This position is temporary for a period of up to one year with the possibility of extension or permanency. Final candidates for this position are required to undergo a security clearance as a condition of employment. Successful candidate must reside in Alberta and be able to work in person in our Edmonton downtown office as required by their position.

We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity or expression), age, sexual orientation, physical or mental disability. Equal opportunity is provided in employment, promotions and wages.

Please apply online by submitting a cover letter and resume to www.wcb.ab.ca/careers. We thank all applicants for their interest; however, only candidates under consideration will be contacted.

Closing Date: November 29, 2024