Job Description

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We are currently seeking a MAC Workforce Analyst to join our team.

Reporting to the Senior Manager, Member Advice Centre (MAC), the MAC Workforce Analyst will lead the forecasting and scheduling efforts needed to match talent with business needs in support of a strong employee and member experience.

Here\'s what would be included as a part of your typical day * Forecasting: Develop, enhance, and execute forecasting and FTE governance models within the Member Advice Centre. Conduct comprehensive analysis of historical data, trends, and forecasted demand to develop accurate workforce capacity plans.

• Scheduling: Build and publish optimized schedules through accurate projections of talent needs. Work alongside the MAC leadership team to identify, address and/or resolve emerging workforce issues and identify opportunities for improvement.
• Business Performance Reporting: Identify opportunities for ongoing enhancement of workforce related reporting and ad hoc analysis to support business initiatives. Prepare and deliver reporting with key insights and recommendations to all stakeholders.
• Data integrity: Collaborate with Shared Services partners to maintain operational data integrity, providing a solid foundation for good business decisions based on data; provide subject matter expertise to trouble-shoot and correct data issues.
• Operational Tasks: Work closely with Member Advice Centre leaders to provide critical operational support within the Operations team; including back-up to the Assistant Manager, Operations for telephony configuration, user access, and other technical components.
• Project implementation: May work on ad hoc projects relating but not limited to forecasting, scheduling, reporting, and technology.

Required Skills, Experience & Qualifications

• Post secondary diploma required, degree preferred
• Proficiency in reporting analytics required
• Minimum 3 years of contact centre experience required
• Minimum 1 year of prior experience in a workforce planning functional or leadership role required
• Solid research, analytical, and problem-solving skills to actively participate in development of complex business solutions
• An enthusiastic approach to improving processes and the member experience
• Ability to build strong collaborative relationships with business partners
• Experience creating visualization using Power BI preferred
• Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.
• Proven organizational skills, including balancing multiple responsibilities, and effectively meeting deadlines
• Demonstrated technical expertise in various financial services systems
• Advanced knowledge of the concepts, theories, practices and techniques of the information technology field, with emphasis on workforce analytics

Why work for us?

We offer a total rewards package that recognizes the meaningful work you do to support our members and our communities, which includes:

• A competitive base salary plus performance-based incentive compensation
• Annual merit pay increases
• Flexible benefits as well as support for retirement benefits
• Vacation time, a flexible \xe2\x80\x9cDay4U\xe2\x80\x9d and the option to purchase up to five additional vacation days
• Other financial perks such as our Employee Banking Advantages which includes waived or reduced financial service fees, reduced rates on personal loans, mortgages and no-interest loans on lifestyle-related items that promote health, wellness, learning and business aptitude

In addition, you can enjoy socially conscious perks, like three paid days off every year, to volunteer for causes you care about.

What\'s your place in the First West story? Apply now and let\'s find out together!

First West regrets that only candidates selected for an interview will be contacted.

Diversity & Inclusion:

First West Credit Union is committed to diversity and inclusion. Our goal is to create an inclusive, accessible environment for our candidates and employees that reflects the communities in which we operate. If you require an accommodation for the recruitment or interview process (including alternate formats of materials, accessible meeting rooms or other types of accommodation), please let us know and we will work with you to meet your needs.

About Us:

If you believe in the same things we do, let\'s talk.

We\'re a financial cooperative that does things differently. That means we create innovative yet simple solutions to help people achieve their financial dreams and life goals. We make a difference by helping to build healthy communities. Our work environments will accelerate your personal and professional growth inspiring you to lead with courage. We strive to be an employer of choice in Canada, not just for what we do, but how we do it.

Exceed the limits of what you thought was possible and bring out your full potential. Inspire yourself with purpose and create new possibilities- for your future, for the lives of others and for the communities you\'re part of.

First West Credit Union