- 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
- Demonstrated experience building and maintaining forward-looking capacity plans including recommended hiring decisions and identification of skilling bottlenecks within a call center environment
- Proven project management experience
- Direct experience in building and managing relationships with multiple stakeholders
- Ability to operate and succeed in an abstract and fast changing environment
- Provide leadership and support for projects and initiatives
- 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 work across teams
- Ability to effectively present complex data adapted to a variety of audiences
- Strong critical thinking & creative problem solving skills
- Ability to balance day-to-day responsibilities with long-term improvement initiatives
- As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.
- Experience working with BPOs
- Insurance or Financial Services industry experience.
- Experience visualizing data with Tableau
- Experience with Workforce Management Software (IEX, Amazon Connect, Pega)
- Experience gathering and integrating external data with operational data.
- Practical leadership experience in an operational environment.
- Demonstrated experience working with multiple vendors
Manager, Workforce Management - Toronto, Canada - Sun Life
Description
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 8 years of practical experience in building and implementing staffing capacity plans in a Call Center? 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 a strategic capacity plan who will put the plan into action. Responsibilities include running planning meetings, analyzing data, and providing analysis and data-driven recommendations to operational leaders and business partners. In addition to a deep understanding of the dynamics of long-term resource planning, the role requires creative problem-solving, the capability to prioritize, excellent communication and organizational skills, and the ability to build relationships with stakeholders.
What Will You Do?
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