Senior Business Analyst (Virtual Care Demand Planning & Operations)

Help business leaders solve complex business challenges.

Our team and what we’ll accomplish together

At TELUS Health, we are seeking a highly motivated individual who is passionate about supporting healthcare for millions of Canadians and eager to delve into the intricacies of our TELUS Health Virtual Care (THVC) business. As a key member of our team, you will have the opportunity to apply your insatiable curiosity, analytical skills, and creativity to large data sets to develop demand and capacity planning models and uncover new opportunities. Working closely with our THVC leadership team, you will play a pivotal role in driving operational efficiencies and contributing to the growth and success of our business.

What you’ll do

• Demand forecasting, capacity planning, and model maintenance
• Develop forecast models for demand forecasts at a daily level and up to six months
• Support scheduling, monthly triage processes, and weekly demand planning activities
• Data analysis and interpretation including, but not limited to, analysis of large datasets to identify trends and patterns
• Identify and propose actionable solutions based on available data
• Support with ad-hoc operational reporting supporting our Sales and Client Management team members
• Communicate opportunities to senior leadership and peers to drive operational changes to the business
• Get involved with understanding the incoming funnel of activities and how they impact the business
• Executing project launches and support while ensuring impacts to the business are understood and communicated to all levels of the organization
• Support, collaborate, and work with leadership team members and peers in a fast-paced, cross-functional setting

What you bring

• Bachelor’s degree in Mathematics, Statistics, Business, or a related field
• Minimum 1-3 years of forecasting experience
• Experience working in fast-paced, continually changing environments
• Passion for excellence, strong work ethic and solutions-oriented
• Demonstrated skills in capacity planning fundamentals, familiarity with workforce management principles and practices
• Knowledge and experience in a workforce management (WFM) environment
• Strong understanding of operational performance metrics, such as service level, average handle time, utilization, and WFM-related processes
• High proficiency in Excel and in using forecasting and WFM software and tools, and/or statistical modeling software
• Proficiency in statistical analysis techniques, including regression analysis and time series analysis
• Strong analytical skills, with the ability to analyze complex datasets and identify trends and patterns
• Excellent attention to detail, with the ability to work with large volumes of data
• Strong communication and collaboration skills, with the ability to effectively communicate forecast insights and recommendations to stakeholders
• Exceptional prioritization skills with ability to work under pressure and meet tight deadlines in a fast-paced environment
• Strong collaboration and engagement skills with demonstrated ability to work under ambiguous circumstances
• Leadership skills with the ability to influence peers and partners, without direct authority
• Ability to drive self-directed initiatives - proactively identify when it's necessary to take certain steps and move ahead with confidence

Great-to-haves

• Familiarity with healthcare-related service delivery and operations an asset

Advanced knowledge of English is required, because you will, most of the time, interact in English with external parties (clients, suppliers, candidates, external partners, etc.), interact in English with internal parties (colleagues, internal partners, stakeholders, etc.), as part of this position's main responsibilities, given its national scope.

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