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
Job Title:
Work Coordinator/Scheduling Analyst
Job Type:
Temporary Long Term (Fixed Term) / Full time
Job Location:
Edmonton, Alberta
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
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What We Do
WCB-Alberta was created by government to administer the Workers' Compensation Act for the province's workers and employers. Funded by employer premiums, we provide cost-effective disability and liability coverage for work-related injury and illness. We compensate workers for lost income and coordinate the health care and other services they need to recover after a workplace injury.
We strive for fairness in our decisions that affect the two million workers we cover, and the nearly 160,000 employers whose contributions fund worker benefits, return-to-work programs, and health care services.
Start your career at WCB-Alberta
Our people make a meaningful difference in the lives of working Albertans. When faced with the unfortunate circumstance of a workplace injury, our 2,000+ team members are here to connect with empathy and understanding. When any Alberta worker is hurt on the job, we will help.
WCB is a great place to work
Over 96% of our staff agree. We offer competitive salaries, a robust benefits package, work-life balance, supportive leadership and a caring and collaborative work environment. We have talented employees who work hard and we want to make sure they’re happy.
Why choose WCB?
We fit your values: Every day, we work hard to make a positive difference in the lives of our customers.
We fit your life: Great people deserve great benefits that support not just them, but their family, too.
We fit your career: We want our employees to succeed and are committed to offering the learning opportunities they need to grow both personally and professionally.
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