Scheduler Forecaster

2 months ago

London, Canada Canada Life Assurance Company Full time

**Job Description**:
We are hiring a Scheduler Forecaster 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) leadership and senior leadership to effectively deliver forecasting and dynamic multi
- and omnichannel schedules to Operation staff. This position will be key in executing mid range forecasting and planning (6 weeks to 6 months) by and maintaining agent work pattern and skill profiles to create schedules that meet client service requirements.

**What you will do**
- Maintain Shrinkage Modelling, Queue Design & drive capacity efficiencies for near term planning.
- Build & Execute Forecasts & Schedules utilizing Workforce Application Demand Modelling & capacity Planning tools for multiple Back Office and Contact Centre Business Units across Phone & Digital Channels to achieve Dedicated/ Non-Dedicated/ Provider/ Advisor/ Partner targeted Service Levels (inc. SLA) while maintaining adherence to HR Policy & Operational Guidance frameworks.
- Required to effectively communicate the short-term trending analysis, capacity planning, demand modelling to Operations leadership Teams. Communicating trends to influence improved operational decision making and planning to meet client needs.
- Maintain agent work rules, profiles, assignment rules and skills to minimize initial scheduling errors and gaps
- Accelerate Digital Transformation

**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: Winnipeg, Regina, London._**

**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 where every employee _
- has the opportunity to_
- reach their potential._
._

**_
Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted_**.

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