Senior Manager Workforce and Scheduling Planning

3 weeks ago

Montreal Quebec GF, CA National Bank Full time

A career as a Senior Workforce and Scheduling Planning Manager in the Strategic Planning team at the National Bank means playing a key role in optimizing human resources in our contact centers. This job allows you to make a positive impact by ensuring effective workforce planning, while maintaining a high level of customer service.

Your role

  • Lead, motivate, and develop a team of 13 workforce planning specialists and scheduling managers.
  • Analyze trends and forecast staffing needs in the short, medium, and long term to ensure optimal coverage of operations.
  • Create and adjust staffing plans in collaboration with the recruitment and training teams.
  • Oversee the daily scheduling process and make adjustments based on operational needs.
  • Work closely with operations to optimize performance and efficiency in the contact centers.
  • Use and optimize workforce management tools (Nice IEX WFM, PowerBI) to automate and refine forecasting.
  • Monitor market trends for best practices and their application in various technologies.

Your team

Strategic planning is a team of experts who collaborate to anticipate and respond to workforce needs. Our mission is to ensure optimal workforce management to provide a high-quality customer experience. We encourage innovation and continuous improvement to tackle challenges and optimize our processes. The Bank values continuous development and internal mobility. Our personalized training programs, based on learning through action, allow you to master your role and develop new areas of expertise. Tools such as the Data Academy, language training, the Harvard Learning Center, as well as coaching and mentoring support are available to you at all times.


Prerequisites

  • Significant experience in workforce planning, ideally in a contact center environment.
  • Strong team management and leadership skills.
  • Proficiency with workforce planning and data analysis tools (Gesnesys Cloud, Nice IEX WFM, PowerBI, or similar tools).
  • Ability to collaborate with multidisciplinary teams.
  • Excellent analytical and strategic skills to optimize staffing and resources.
  • Strong analytical thinking and the ability to make data-driven decisions.
  • Organizational skills and ability to manage priorities.
  • Excellent communication skills and the ability to influence stakeholders.
  • A proactive approach with a focus on continuous improvement.
  • Completed Bachelor's degree or Master's degree and a minimum of seven to ten years of relevant experience
Your benefits In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family. * Health and wellness program, including many options * Flexible group insurance * Generous pension plan * Employee Share Ownership Plan * Employee and Family Assistance Program * Preferential banking services * Opportunities to get involved in community initiatives * Telemedicine service * Virtual sleep clinic These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family. Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged. We're putting people first We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees. We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates What can you bring to our team? Come live your ambitions with us

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