Workforce Management Coordinator

Hi, we’re HUB!

We are proud to be ranked 5th among the world’s largest insurance brokerages where we advise businesses and individuals on how to reach their goals. When you partner with us, you’re at the center of a vast network of risk, insurance, employee benefits, retirement and wealth management specialists that bring clarity to a changing world with tailored solutions and unrelenting advocacy – so you’re ready for tomorrow.

The Opportunity!

Reporting to the AVP of Operations Site Support and working alongside Operations Support and Retail Leadership, the Workforce Management Coordinator plays a critical role in implementing and supporting call center(s) technology, processes, data, and reporting, this includes ensuring the leadership team has the needed reporting, forecasting, scheduling, live monitoring, and other operational capabilities. 

This role will directly impact the quality of client interactions by analyzing performance trends and help to optimize resources. The role requires strong analytical skills, an understanding of call center operations, and the ability to collaborate effectively with various departments to optimize workforce performance. The ideal candidate will be highly analytical, detail-oriented, and adept at managing multiple priorities in a fast-paced environment.

A day in the life-

• Ensure our Retail Leadership has the support to measure and monitor our Call delivery
• Reporting – Ensure Agent stats, daily interval reporting, SLA, abandonment and rolling reports are available to Management. Provide training to new Managers on reporting.
• Workforce Scheduling – Create short and long term work schedules for call centres based on forecasted workload, compensation budget and service level goals. Respond to trends and cycles in workload and adjust schedules as appropriate. Adjust schedules in response to requests for vacation and agent time away from the phone.
• Forecasting – Performs various workforce analyses based on forecasted workload, compensation budget and service level goal considerations and presents options to manager.
• Perform “what-if” analysis for ad hoc requests by evaluating the impact of changes to staffing, schedules, and workload to ensure optimal resource allocation and operational efficiency.
• Stats and Analytics – Provide overview reporting on auto and the call center. Analyze trends and make recommendations to improve overall performance.
• Analyze and explain variances between call center performance and established targets/goals.
• Provide technical troubleshooting support for call center systems and tools, resolving issues promptly to minimize downtime and ensure smooth operations.
• General liaison with Corporate IT on technology & systems as needed.
• Configure the system for priority, skill assessment and optimization of system functions.
• On/offboard and train new staff on call center technology and systems, ensuring a smooth integration and effective utilization of tools for enhanced performance and productivity.
• Recommend new features, functions, processes or technology to enhance our delivery and assist in the business case and analysis for approvals.
• Research and monitor various media for workforce management industry best practice and current trends and developments.
• DRP planning and involvement and execution.
• Create and maintain master list of agents and backups.
• IVR maintenance – Messaging, queues, priorities, prompts, call flows, holiday programming
• Assist in call flows/Visio maps.
• Generate and deliver summary reports, scorecards, and KPI metrics on a daily, weekly, and monthly basis, including tracking and reporting against targets and goals.
• Use of integrated data flow of the HUB approved systems, tools & resources, including business automation opportunities.
• Assist management by providing project support for initiatives, projects, and deliverables, ensuring timely and successful completion.
• Additional tasks as required.

What you will bring to the team-

• 5-10 years’ experience in a call centre support role with experience in call center management or workforce planning
• Experience in performance metrics management by tracking and analyzing performance metrics (e.g., service levels, AHT, FCR, CSAT, occupancy rates) to optimize workforce utilization and achieve call center goals.
• Leverage knowledge of division and corporate business activities, services, goals, and operations to effectively optimize work schedules
• Expert knowledge of data analysis including experience with workforce management software and the ability to interpret data to forecast demand, evaluate performance, and optimize scheduling.
• Experience in technical tools and software experience using Excel or advanced analytics tools
• Experience in Quality Assurance management and understanding how to maintain quality standards within a call center
• People and team leadership skills

Executive Priorities-

Priorities of the Executive team include:

• Build out our call center delivery for personal lines across all regions, gaining market share across British Columbia by providing best in class service and omni channel delivery.
• Meet high customer service levels and quality standards by meeting or exceeding service level agreements (SLAs) and maintain high-quality customer service throughout all interactions.
• Drive continuous improvement through data and analytics by using data to monitor performance, identify trends, and implement improvements across the call centre.
• Support scalability and growth by ensuring the call centre can scale effectively to meet future demand while maintaining high service quality.

Success Measurements-

• Service Level Standards defined with retail, measured, reported and met.
• Forecast accuracy of call volume predictions versus actual call volumes, helping to understand how well staffing is matched with customer demand.
• Reporting and delivery of Management metrics
• Project and change execution of championed/assigned projects

Salary Expectations –

The expected salary range for this position is $70,000.00 to $90,000.00 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope, and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses, and commissions for some positions. If you believe that your qualifications and experience surpass the minimum requirements for this role, we encourage you to submit your application. By doing so, we will be able to keep your application on file for consideration for potential future positions within our organization.

Why Join HUB?

• Do you enjoy making friends? We love making friends; join our team of amazing people who all get along and thrive together!
• We work hard and play hard! Get ready for our Staff Holiday Parties!!
• Paid day off for your birthday – we want to celebrate you!
• Paid half a day off for volunteering in your community – HUB is a company that gives back and is active in our communities
• Room to grow within the organization
• Lots of company perks, benefits, RRSP matching and great compensation

Your future with HUB –

Choose a career with HUB International and take the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction. By joining HUB, you will become part of a rapidly growing company that offers significant opportunity for advancement.

What makes us different than all the rest?

Our Vision: To be everywhere risk exists – today and tomorrow. Helping protect what matters most.

Our Mission: To protect and support the aspirations of individuals, families and businesses. To empower our employees to learn, grow and make a difference in their communities.

Our Core Values:

• Entrepreneurship: We encourage innovation and educated risk-taking.
• Integrity: We do the right thing every time.
• Teamwork: We work together to maximize results.
• Accountability: We measure and take responsibility for outcomes.
• Service: We serve customers, communities and colleagues.

If you value what we value, and like the perks along the way – Apply TODAY!

The employment offer is contingent upon completion of a successful background check.

HUB is a company where your contributions will make a difference. We invite you to learn more about our team at www.hubinternational.com. If you require any accommodations during the hiring process, please reach out to hcw.hr@hubinternational.com to request this. Only candidates selected for an interview will be contacted.

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Department Business Operations

Required Experience: 5-7 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent

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