CMPA Careers

■ WORKFORCE ANALYST, MEMBERSHIP SERVICES

CONTRIBUTING TO THE CMPA

Membership Services provides information, advice and support services to members to enable the management of their CMPA membership and eligibility for medical-legal protection and other CMPA services. The Membership Services department handles more than 125,000 inquiries per year; the team manages membership applications, member profiles, case creation and processing, or assignment to the appropriate team. The team also screens phone calls and portal requests for medical-legal assistance and transfers these requests for assistance to facilitate timely and appropriate member support.

POSITION OVERVIEW

The Workforce Analyst will be responsible for analysing, forecasting, and reporting on workforce metrics to ensure optimal staffing levels and efficient operations for the Membership Services department. The primary responsibility of this role is to ensure the team operates smoothly and efficiently by leveraging data analysis and forecasting to create optimal agent schedules.

The ideal candidate will have a strong analytical background, excellent problem-solving skills, data mining skills and experience in workforce management, IVR (Interactive Voice Response) and ACD (automated call distribution) technologies. 

The Workforce Analyst will report to the Manager, Membership Services and will work closely with supervisors and members of the support team to ensure efficient workload management and seamless member experience.

POSITION ACTIVITIES

Data Analysis and Workload Forecasting:

• Analyze historical contact volumes, handle times, and other key metrics to identify trends and patterns.
• Develop accurate forecasts of incoming contacts (calls, emails, member portal, etc.) based on historical data and internal business trends.
• Anticipate seasonal fluctuations, or other factors that may impact contact volumes.
• Extract, manipulate data for analysis, generate reports and provide insights to inform decision-making related to staffing and scheduling.
• Collaborate with relevant stakeholders to gather input and adjust forecasts as needed.
• Act ask Lead or Subject Matter Expert for any cross-departmental initiatives involving data analysis and workload assessment.

Schedule Creation and Management:

• Develop agent schedules that align with forecasted workload, ensuring adequate coverage while minimizing overstaffing or understaffing.             
• Monitor adherence to schedules and make real-time adjustments as necessary to maintain service levels.
• Identify opportunities to improve scheduling processes and optimize workforce utilization.

Performance Monitoring and Reporting:

• Monitor, track and analyze key performance indicators (KPIs) such as service level, average handle time, and occupancy.
• Identify opportunities for improvement and work with Membership Services leadership team to implement solutions.
• Present findings and recommendations to stakeholders to inform decisions about staffing.

Queue Setup and Management:

• Monitor queue performance and make adjustments to ensure optimal service levels and reduced wait times.
• Assign agents to queues based on skill sets, experience, and availability.
• Develop and maintain agent priority rules to ensure high-priority calls are handled by the most appropriate agents.
• Continuously assess and update agent priorities based on performance metrics and operational needs.
• Act as the liaison between Membership Services and the CMPA technical team in relation to the telephony system including the IVR and the ACD structure.

IVR Recordings and Announcements:

• Manage and update all IVR recordings, ensuring clarity, accuracy, and professionalism.
• Coordinate with the Communications team to maintain consistency in messaging.
• Implement seasonal messages as required.

Continuous Improvement:

• Stay informed about industry best practices and emerging technologies in workforce and telephony management.
• Recommend process improvements and system enhancements to optimize efficiency and effectiveness.
• Participate in cross-functional projects and initiatives aimed at improving overall membership services performance.
• Evaluate interdepartmental process connection points to identify potential areas for improvement.

EDUCATION AND EXPERIENCE

• Bachelor’s Degree (4 years) in Business Administration, Statistics, Computer Science or related field.
• Minimum of 5 years of experience in a contact center environment, with a focus on data analysis, performance metrics and workforce management systems.
• Related certifications (such as Six Sigma, Advanced Excel and/or Data Analysis Certifications) are desirable.
• Proficient in IVR (Interactive Voice Control) and ACD (Automated Call Distribution) system management.
• Knowledge and understanding of applications such as MS Office Suite, Outlook and document management systems/CRM systems
• Experience with contact center technologies and software (e.g., Cisco, Avaya, Genesys).
• Strong understanding of call flow design and telephony principles.
• Demonstrated knowledge of business process improvement and quality concepts and methodologies required
• Experience developing and delivering successful quality and business process solutions; including reporting, analytics and data mining.
• Knowledge and understanding of BI and report tools and applications (IBM Analytics, SAS, Tableau, Power BI) preferred.
• Demonstrated experience with managing stakeholder relationships.
• Demonstrated experience presenting complex information and data to decision makers.
• Experience working in cross-functional teams in a project-based environment.
• Experience in leading and implementing projects.

SKILLS AND ABILITIES

• Strategic and creative thinker who is adept with quantitative and qualitative analysis.
• Advanced competency with spreadsheet applications such as Excel
• Ability to report findings and make recommendations in a clear, concise manner both verbally and in writing.
• Ability to handle confidential data with sensitivity.
• Demonstrated ability to make timely and sound decisions with minimal supervision.
• Strong ability to develop and manage professional relationships and networks
• Sound planning, organizational, prioritizing and time management skills.
• Ability to act as a resource and subject matter expert for leadership team.
• Ability to organize, conduct, and lead work groups
• Demonstrated interpersonal skills including ability to work as a team member and ability to foster collaborative relationships with all levels of management
• Demonstrated ability to coach and mentor team members
• Excellent verbal and written communication skills in English
• Ability to work independently with demonstrated attention to accuracy and detail.

POSTING DETAILS

• Job Type: Regular Full-Time
• Salary Range: $81,600-94,900– this role is classified as level 8.
• Skills Assessment: Selected candidates may be required to a complete skills assessment
• Location: Hybrid – Primary Remote Job. You can work from a home-based office the majority of the time within the provinces of Ontario and Québec, with regular on-site presence at the CMPA office (1-2 days per week). If you prefer, you can choose to work out of the CMPA office in Ottawa, Ontario near the beautiful Dow’s Lake. This position cannot be performed fully remotely.
• Application Deadline: September 24, 2024 at 4:00pm (EST)

The CMPA is an equal opportunity employer and is committed to being responsive to those living with disabilities and strives to prevent and remove barriers to accessibility. The CMPA will provide support and accommodation in its recruitment processes to applicants living with disabilities. If you are invited to participate in an interview and/or skills assessment and have accommodation needs, please let us know.

Equity, diversity, and inclusion (EDI) is a key priority, and we actively strive to build a culture of inclusion where employees can be their authentic selves and are valued for their diverse experiences and perspectives.

We welcome and encourage candidates from diverse backgrounds and a variety of lived experiences to apply.