Workforce Planning Specialist
About the job
The Workforce Planning Specialist is a vital position that drives the success of the claims function by managing tools and processes for effective workforce planning. This job is all about transforming data into actionable insights that empower leadership to make informed decisions, ultimately enhancing service levels and optimizing resources. At TAL, collaboration and inclusivity are at the heart of our work culture, where every team member is valued and inspired to contribute their best.
You'll be responsible for
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Managing workforce planning assets
Own and maintain all workforce planning assets for the claims business, including standards, definitions, measures, tools, reporting, and data repository.📊
Updating capacity models
Manage and update long-term capacity models for each claims business unit, ensuring accurate data extraction, analysis, and comparison of forecast versus actual demand.🤝
Engaging with senior leaders
Engage senior leaders quarterly to review customer demand forecasts, challenge assumptions, and provide insights and recommendations.What we're looking for
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5+ years in financial services or contact centre operations
Experience in claims or contact centre operations is highly desirable.View
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Strong communication skills
Ability to explain complex scenarios simply and relate well to others.View
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Workforce planning knowledge
Understanding of workforce planning practices and tools is essential.View
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