Workforce Advisor

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.

Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada. The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust.  Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you.

Make a difference – join the LifeLabs team today!

The Workforce Advisor plays a key role in maximizing contact centre efficacy, producing deliverables that assist in the achievement of performance and accessibility targets while providing insights to operational requirements long term to the leadership team. Primary responsibilities include the development of accurate forecasts and schedules designed to achieve service level, budgetary and growth objectives. This will be accomplished through historical / forecast analysis to identify trends and call drivers.This is a Permanent Full time role which includes extended health & dental benefits. Please note that this is a hybrid role with the requirement of 2-3 days working from our base location in Burnaby, BC.

Accountabilities:

• Creates and maintains schedules for National Contact Centre operations
• Analysis and communication of trends, including call volumes (historical and forecasted), call patterns, key performance indicators, staff productivity, attrition rates and resource allocation
• Generates reports to be used in budget and capacity planning within the contact centre and forecasts scheduling, headcount and hiring needs
• Plans and coordinates off-line activities and process requests for time off based requirements
• Uses analysis results to forecast and develop plans to support customer access strategy as well as meet business goals and objectives.
• Develops relations with other functional groups (Marketing, Training, Sales Management Team, Team leaders, Sales agents) to improve communications and forecasting accuracy.
• Identifies areas where efficiencies can be achieved to improve contact centre performance and decrease operational cost. Recognizes and recommends operational improvements to existing workflow

Good to have:

• Experience in Workforce Management scheduling and forecasting (experience with Calabrio is an asset)
• Minimum of 12 months experience working in call center operations
• Self-directed, committed, with proven strength in analytical, problem solving and communication abilities
• Ability to analyze, manipulate and present quality data such as individual and team scores, as well as survey data
• Proficient in the use of MS Office (Excel, Word, PowerPoint)
• Able to work all hours of operation

Level of Education:

• Post Secondary education (i.e. Business Admin.) and/or experience in a competitive, client care environment
• Ongoing educational programs or seminars aimed at developing and providing additional depth and breadth to a knowledge of human resource management, client care approaches, and planning
• Proven multitasking ability
• Effective and active team player
• Excellent communication
• Organization and problem solving skills
• Strong computer proficiency
• Must be innovative, creative and continually look at new ideas
• Comfortable working under pressure
• Ability to self-manage and responsible
• Sense of urgency
• Rigorous and concerned by quality of work produced

At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.

In accordance with LifeLabs’ Accessibility Policy, the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email careers@lifelabs.com.

LifeLabs is committed to providing a safe environment for our employees, customers, and the communities we serve. We have been a leader throughout the COVID-19 pandemic regarding health and safety measures and have always put our employees and customers at the center of every decision that we make. As an organization in the health care sector, we believe the COVID vaccination adds a layer of protection that complements the extensive and necessary health and safety protocols that we have taken to date. With this in mind, we currently require all LifeLabs employees, contractors, students and volunteers to be fully vaccinated.

LifeLabs operates under a distributed workforce model, where employee flexibility is a key priority. Further information will be provided during the interview process on what this means for employees.