Manager, Workforce Management

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Manager, Workforce Management

Apply locations Toronto, Ontario Waterloo, Ontario time type Full time posted on Posted Yesterday job requisition id JR00094832

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that lets your talents shine.

Are you a leader with superior analytical skills, a true passion for working with people, and more than 5 years of practical experience in stakeholder management and process optimization? If so, consider applying your skills and experience to a leadership position in the Canadian Operations Workforce Management team.

We are looking for a versatile leader to work on the implementation and maintenance of resource plans and staffing capacity models in Canadian Operations. In this role, you will facilitate the process of managing and implementing a strategic capacity plan. Responsibilities include mentoring capacity planning analysts, optimizing planning processes, stakeholder management and providing data-driven recommendations to operational leaders and business partners. This the role requires creative problem-solving, the capability to prioritize, excellent communication/ organizational skills, and the ability to build relationships with stakeholders.

What Will You Do?

• Look for ways to innovate and improve WFM processes in a Continuous Improvement environment.
• Provide analysis, insights and recommendations to business leaders and other partners to help drive operational decisions related to staffing levels.
• Lead and drive projects and assignments to completion, including project planning and estimates
• Collect and analyze data to identify when metrics are drifting from target and recommend action plans to address issues
• Design, maintain, and further refine models and resource plans to account for multiple factors, such as fluctuations in business volumes, productivity assumptions, attrition, training requirements, projects, and external influences.
• Determine optimal staffing levels, taking into account business plans, capacity, attrition, and other relevant factors.
• Provide leadership and guidance to Capacity Planning Analysts reporting to you
• Assess impact of initiatives/projects to capacity and workload.
• Ensure data is accurate, timely and that results meet the clients’ needs.
• Act as a subject matter expert or technical team lead on projects when required.
• Facilitate conversations between Operations and other Workforce Management teams

Knowledge/Experience: 

• Ability to effectively present complex data to a variety of audiences 
• Superior analytical skills with experience turning insights into action
• Proven project management experience
• Direct experience in building and managing relationships with multiple stakeholders
• Ability to operate and succeed in an abstract and fast-paced environment
• Communicate effectively with senior management and ensure that issues are raised and addressed in a timely manner
• Champion and support creative solutions that focus on continuous improvement
• Experience managing people and coordinating/prioritizing work across teams
• Strong critical thinking & creative problem solving skills
• Ability to balance day-to-day responsibilities with long-term improvement initiatives
• Understanding of Erlang-C and the biases/limitations of the model

Assets:

• Experience building and maintaining forward-looking capacity plans including recommended hiring decisions and identification of skilling bottlenecks within a call center environment
• Experience working in a call center
• Experience working with BPOs
• Experience with Workforce Management Software (IEX, Amazon Connect, Pega)

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results. 

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to [email protected] .

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

82,000/82 000 - 135,000/135 000

Job Category:

Advanced Analytics

Posting End Date:

04/07/2024

Shine together

At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed.

We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world.

Shape the future

With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter.

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