- Responsible for long-range and short-term forecasting, capacity planning, scheduling, and the linking of our workforce plans to our financial outcomes.
- Leverage formal and informal meetings across teams to build communication, trust, relationships, and collaboration.
- Lead & develop a strong team of highly specialized leaders and analysts that can actively make recommendations to enhance operations for the global contact center space.
- Build relationships and regular communication with each line of business and their respective VP's.
- Coordinate input of capacity plan, volumes, AHT, load factors and other drivers, which includes regular review and sign-off of forecasts and recommendations from all line of business leadership teams.
- Build and maintain budget analysis, recommendations, risks and opportunities for each line of business.
- Continually look for opportunities to further optimize resource utilization within the team services team and across Contact Center Operations.
- Collaborate with Business Leaders, Value Streams and Operations partners to develop and recommend strategies, do ad hoc & regular analysis as part of defined projects.
- Build and maintain an ongoing comparison of operations performance with industry benchmarks; participate in collaboration events, industry online communities.
- Ensure procedures are documented in collaboration with Compliance, Legal and industry regulators.
- Manage and improve concentration risk together with Partners through profiling and influencing call center staffing decisions. Track and measure concentration risk improvements over time
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.
- 10+ years of Contact Center Workforce Management experience.
- Post-secondary education, a degree in Math/Statistics, Sciences, or Business Administration is a plus.
- Proven experience in volume forecasting and planning is critical within a large global, matrixed organization, across multiple locations and lines of business.
- Possess a logical & rigorous approach to data gathering & analysis.
- Strong leadership experience; able to coordinate multiple partners and cross functional teams in an efficient and collaborative manner.
- Excellent verbal and written communication; comfort in communicating and providing analysis to executive leaders, proactive in communicating roadblocks and successes.
- Ability to effectively influence teams outside of their direct control with data driven solutions and outcomes to gain buy in.
- Able to effectively influence various key stakeholders within Operations.
- Ability to work under pressure, identify priorities and produce results within tight timelines.
- Excellent organizational skills (ability to deal with multiple and opposing priorities).
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
- Values-first culture
We lead with our Values every day and bring them to life together. - Boundless opportunity
We create opportunities to learn and grow at every stage of your career. - Continuous innovation
We invite you to help redefine the future of financial services. - Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives. - Championing Corporate Citizenship
We build a business that benefits all partners and has a positive social and environmental impact. -
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Director, global head of workforce planning and forecasting - Toronto, ON, Canada - Société Financière Manuvie
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Description
Nous sommes un fournisseur de services financiers qui s'emploie à faciliter les décisions de nos clients et de nos collègues partout dans le monde et à les aider à vivre mieux. De nos initiatives environnementales à nos investissements dans la collectivité, nous montrons la voie en nous appuyant sur des valeurs, et ce, dans l'ensemble de nos activités. Pour nous aider à nous démarquer, nous vous aidons à progresser, parce que lorsque nos collègues sont en santé, respectés et vraiment valorisés, nous nous épanouissons tous. Découvrez comment vous pouvez faire progresser votre carrière, avoir une influence et susciter un réel changement avec notre équipe gagnante dès aujourd'hui.
Semaine de travail comprimée
HybrideDescription d'emploi
Are you looking for unlimited opportunities to develop and succeed? Do you enjoy work that challenges and makes a difference in a flexible and supportive environment? Does working in a fast paced, ever-changing environment bring out the best in you?
We're a large financial company with a new mission; "Decisions made easier. Lives made Better" and a new focus - transforming to a digital customer-centric leader. Last year, Manulife / John Hancock spent over $1 billion on technology. We are all in with agile, modern tools and processes, having no speed limit for this transformation Manulife looks for leaders who are committed to supporting and developing their employees. Successful leaders will affect performance and the achievement of organizational goals through others by building relationships of trust, fostering collaboration and promoting adaptability. The Director, Contact Center Workforce Planning and Forecasting is responsible for long-range and short-term forecasting, capacity planning, scheduling, and the linking of our workforce plans to our financial outcomes. Supports a global organization of 3500 employees. You will lead and manage an organization of 50+ individuals whose role is to forecast, plan and ensure we deliver on the financial outcomes of our business objectives. You and your team are a key contributor in providing an extraordinary experience to our customers interacting with our Contact Centers.Through thought leadership and strong relationships built with Contact Center Business Unit leaders, the Director will evolve the requisite support services to deliver service levels, optimize cost and balance employee needs. As technology changes and evolves within the Contact Center ecosystem and WFM space, this Director and their team will need to understand the technology to help optimize workforce outcomes.
For optimum success in this role, you will have the unique ability to combine highly developed analytical skills, strong leadership capabilities and balance multiple priorities. Responsibilities:What motivates you?
What we are looking for
What can we offer you?
Our commitment to you
À propos de John Hancock et de Manuvie
John Hancock est une unité de la Société Financière Manuvie, un groupe mondial et chef de file des services financiers qui aide les gens à prendre plus facilement des décisions et à vivre mieux. Nous exerçons nos activités principalement sous les noms John Hancock aux États-Unis et Manuvie à l'échelle mondiale, y compris au Canada, en Asie et en Europe. Nous proposons des conseils financiers ainsi que des solutions d'assurance et de gestion de patrimoine et d'actifs à des particuliers, à des groupes et à des institutions. Au 30 juin 2021, l'actif géré et administré par Manuvie et ses filiales se chiffrait à 1 300 milliards de dollars canadiens milliards de dollars américains). La Société Financière Manuvie est inscrite aux bourses de Toronto (TSX), de New York (NYSE) et des Philippines (PSE) sous le symbole « MFC » et à la Bourse de Hong Kong (SEHK) sous le symbole « 945 ». Vous pouvez consulter le site de Manuvie à l'adresse
John Hancock, une des plus importantes sociétés d'assurance vie aux États-Unis, offre à plus de 10 millions d'Américains une vaste gamme de produits financiers, y compris des produits d'assurance vie, de rente, de placement, ainsi que les régimes 401(k) et les régimes d'épargne-études. Pour de plus amples renseignements au sujet de John Hancock, rendez-vous à l'adresse
Manuvie est un employeur qui souscrit au principe de l'égalité d'accès à l'emploi
À Manuvie/John Hancock, nous embrassons notre diversité. Nous nous efforçons d'attirer, de perfectionner et de maintenir un effectif qui est aussi varié que nos clients, et de favoriser la création d'un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l'ascendance, du lieu d'origine, de la couleur, de l'origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l'orientation sexuelle, des caractéristiques génétiques, du statut d'ancien combattant, de l'identité de genre, de l'expression de genre, de l'âge, de l'état matrimonial, de la situation de famille, d'une invalidité ou de tout autre motif protégé par la loi applicable.
Nous nous sommes donné comme priorité d'éliminer les obstacles à l'accès égalitaire à l'emploi. Un représentant des Ressources humaines collaborera avec les candidats qui demandent une mesure d'aménagement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande de mesures d'aménagement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie/John Hancock. Pour demander une mesure d'aménagement raisonnable dans le cadre du recrutement, écrivez à
Salaire et avantages sociaux
Le salaire de base annuel pour ce poste est indiqué ci-dessous.
Région principale
Toronto, OntarioL'échelle salariale devrait se situer entre
$103,050.00 CAD - $185,490.00 CADSi vous posez votre candidature à ce poste en dehors de la région principale, veuillez écrire à pour obtenir l'échelle salariale correspondant à votre région. Le salaire varie en fonction des conditions du marché local, de la géographie et de facteurs pertinents liés au poste telles les connaissances, les compétences, les qualifications, l'expérience et l'éducation ou la formation. Les employés ont également la possibilité de participer à des programmes de motivation et de toucher une rémunération incitative liée au rendement de l'entreprise et au rendement individuel.
Manuvie offre aux employés admissibles une vaste gamme d'avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d'aide aux employés et leur famille. Nous proposons également aux employés admissibles différents régimes d'épargne-retraite (y compris des régimes de rente et un programme international d'actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d'éducation et de conseils financiers. Notre généreux programme de congés rémunérés au Canada comprend les jours fériés, les congés annuels, les congés personnels et les congés de maladie, et nous offrons toute la gamme des congés autorisés prévus par la loi. Si vous posez votre candidature à ce poste aux États-Unis, veuillez écrire à pour obtenir de plus amples renseignements sur les dispositions relatives aux congés rémunérés spécifiques aux États-Unis.
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