Strategy Modelling and Budget Planning
2 months ago
**Job Description**:
We are hiring a Strategy Modelling Budget Planning position within our Group Customer, Workforce Management department
This is an exciting new role opportunity that will collaborate with Group Customer (GC) and Individual Customer (IC) senior leadership to effectively communicate and advise on long-term capacity analyst, demand modelling, and shrinkage modelling. This position will be key in executing long-term planning (6 months to 2 years+) by reviewing variances to budget, forecast and plan accordingly to meet client service requirements.
**What you will do**
- Strategy, Delivery, Technical Leadership & Problem Solving:_
- Leads Strategy to Define, Build and Execute Demand Modelling & Capacity Planning
- Responsible for the Delivery of long-term (6 months - 2 years out+) Forecasting Analysis across all Interaction channels for Senior Leadership, Project Owners and Financial Budget review
- Provides technical leadership on all matters related to Workforce Management & Capacity Planning - GC/IC Contact Centres and BPO including analysis of alternative courses of action, involving the development of new approaches, tactics, and initiatives
- Customer Focus:_
- Lead challenging conversations with Senior Leadership regarding gaps and friction to service delivery, respectfully challenging long held perspectives, processes, and practices
- Quality:_
- Responsible for the delivery of all Contact Centre & BPO Long-Term capacity & shrinkage models/analysis to WFM Schedulers/Forecasters across all Interaction channels for all Shared Services supported Business Units - optimization of approximately 2,000 employees & 6-Million Client Interactions annually ensuring business outcomes are achieved
- Responsible for the evolution of Workforce Platform in alignment with overarching GC Technology, Digital HUB and business strategic objectives
- Continuous Improvement:_
- Own Shared Services continuous improvement and adoption of best practices for chosen Workforce Platform(s)
- Maintain integrity of Workforce Platform throughout its lifecycle of upgrades, implementations, and bug-fixes to ensure alignment to configurations’ requirements and continuous improvements
- Participate in Contact Centre Platform Projects impacting Contact Centres & Back Office Operations, Agents & their clients.
**What you will bring**
- Mathematical or statistical education is a strong asset.
- Strong Comprehensive knowledge of Contact Centre multi-channel Forecast modeling including Erlang (Phone), Shrinkage, event/period cycles and statistical analysis principles & tools
- Working knowledge of workforce optimization platforms
- Demonstrated ability to work independently, manage multiple priorities, and deliver high-quality results within established timelines.
- Applies a detail orientation to work and consistently looks for ways to improve the quality of a long-term capacity modelling
- Excellent conceptual, analytical and problem-solving skills
- Seeks to understand business needs, delivers high quality service, and applies different influencing strategies
- Strong interpersonal and business communication skills to collaborate effectively with cross-functional teams, deliver presentations, and facilitate projects.
- Excellent problem-solving skills and the ability to analyze complex datasets.
**_ Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Regina, London, Winnipeg._**
**Be your best at Canada Life
Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.
You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.
***
Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.
- Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations._
- We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment wh
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