Workforce Real-Time Analyst

Requirements

• Adaptability, Call Center Systems, Collaboration Tools, Communication, Critical Thinking, Customer Service, Intentional collaboration,

Benefits

Additional Information

Primary Details Time Type: Full time Worker Type: Employee This position is responsible for the successful administration of workforce management principles and methods to the specified business unit(s) within the GSSC. Primary Responsibilities - Ensure company processes and procedures are followed when generating schedules, in leave allocation, privacy code is maintained at all times in dealing with staff information -Maintenance of data integrity and quality -Provide assistance to end users in Workforce Management systems and processes -Follow business protocol in relation to communication and escalation procedures -Assist in cultivating a cooperative atmosphere -Prepare and / or deliver presentations on workforce management processes to internal stakeholders -Proactive intraday management of schedules -Monitor adherence at a departmental level to ensure adequate coverage -Continually monitor and communicate on a regular basis the department's performance, adjust queues and schedules as necessary -Communicate performance degradation and make required schedule or queue -Produce accurate granular, intermediate and executive MI and Analysis in a timely manner to stakeholder groups evidencing recommendations for productivity improvements -Enter sick leave, late and no-show exceptions into WFM system accurately and within business timeframes (immediately) -Real time management to ensure delivery of daily targets -Assist in building and implementing new reports for the benefit of relevant stakeholders -Regular interactions with unit managers on reporting requirements -Monitor performance of all relevant product lines, identify trends, provide input and analyses on design and reports, and ensure line management is informed of findings -Consistently manage data and identify better ways to report and maintain data -Provide analysis on workforce and reporting trends -Create new reports for business units on-demand to assist in Portfolio Analysis, Regulatory Reporting, Business Planning etc -Assist in developing new and ad-hoc reports -Identify and drill down errors on reports -Generate monthly, quarterly and annual performance reports for different Business units -Improve current and plan analytic processes under minimal supervision and apply judgment in making and reviewing recommendations -Support interactions with unit managers on reporting requirements Required Education - Bachelor's Degree or equivalent combination of education and work experience Required Experience - 1 year relevant experience Preferred Competencies/Skills - Planning and organizing skills -Adequate oral and written communication skills -Effective problem solving and negotiation skills -Customer service orientation -Commitment to ownership and accountability -Advanced computer skills -Intermediate to advanced level in MS Excel and Power BI -Strong quantitative / analytical skill -Data management skills -Attention to details -Proficient in MS Office suite Preferred Education - Bachelor's Degree or equivalent combination of education and work experience Preferred Knowledge - Good awareness and understanding of Workforce Management principles -Good knowledge and exposure to QBE business operations and the factors that influence them -Fundamental knowledge of data analysis, extraction, transformation and loading of data -Strong mathematical and statistical knowledge -Fundamental knowledge in Report template creation and design -Power BI, and VBA Scripts QBE Cultural DNA - Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) - because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements: -We are customer-focused -We are technical experts -We are inclusive -We are fast-paced -We are courageous -We are accountable -We are a team -All employees are expected to adhere to QBE's Code of Ethics and Conduct and apply sound risk management practices US Only - Disclaimer - To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities. Global Disclaimer - The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

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