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Manager, Workforce Operations Planning, HR Shared

2 months ago

Ottawa, Canada Canada Post - Postes Canada Full time

Job Requisition Id: 170636
Business Function: Human Resources
Primary City: Ottawa
Other Location(s):Toronto, Montreal, Quebec
Province: Ontario
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: English Essential Bilingualism will be considered an asset
Employee Class and Level: CPMGA02
Number of Vacancies 1
Job Closing Date (MM/DD/YYYY): 06/26/2023

The Manager, Workforce Operations Planning, HR Shared Services leads a team accountable for increasing call centre and transaction centre performance and workforce resource optimization by building effective workforce plans, scheduling and forecasting capability that ensure needed coverage while maximizing resource utilization. Designs, builds and implements scenario modeling and call centre logistics across multiple sites, multiple skill-sets, and multiple contact types. The Manager, Workforce Operations Planning, HR Shared Services provides data driven insight to HR and other internal stakeholders in support of the strategic business direction. Creates and fosters cross-functional relationships across HR Shared Service and Canada Post group of companies in order to coordinate and facilitate collaboration and to leverage best practices to achieve shared goals.

**Responsibilities**:
Below are the main job requirements and responsibilities for the Manager, Workforce Operations Planning, HR Shared Services.
- Designs, develops, recommends, implements, monitors and improves effective call centre workforce scenario modeling to increase call centre performance and workforce optimization, and thereby supporting overall corporately approved customer service strategies.
- Builds effective workforce plans that optimize resource utilization by effectively forecasting short-term, medium-term and long-term resource requirements across multiple call types and businesses.
- Provides data driven insight and makes recommendations to HR and other internal stakeholders with respect to staffing and recruitment planning by conducting workforce trend analysis, evaluating workforce plans and identifying resource gaps.
- Leverages expert knowledge in workforce data-collection and analysis to identify workforce inefficiencies; problems that require consistent customer resolution; training needs and organizational changes within the call centre design to optimize customer service experience.

**Job Responsibilities (continued)**:

- Creates and fosters cross-functional relationships across HR Shared Service and Canada Post group of companies in order to coordinate and facilitate collaboration and to leverage best practices to achieve shared goals.
- Creates a culture of consistency, accountability and continuous improvement regarding workforce management, strategy, and customer service policy and process design.
- Responsible for the collection, management and reporting of all headcount records for long and short-term planning in the customer service organization, and uses the opportunity to keep employees and their managers informed of their performance to standard with respect to cost, service, and quality.
- Fully leverages their expertise and capabilities of the workforce management software to continuously improve workforce planning, forecasting and reporting.
- Leads a team towards the achievement of functional objectives by providing guidance, support and direction; creates a climate such that staff are motivated and committed to the function’s mandate and objectives.

**Qualifications**:
**Education**
- Completed post-secondary, preferably in a related field OR a combination of equivalent professional experience and training

**Experience**
- 3 to 5 years of relevant functional experience
- 2 or more years’ experience managing people
- One or more years of experience in a unionized environment an asset
- Experience with Verint and Five9 highly preferred
- Proficient computer skills and competent with Microsoft Office programs
- Designation and or certifications programs may be required for certain positions (e.g. Finance & Engineering)
- Excellent team building and leadership skills and experience
- Sound organizational, analytical, judgement and decision-making skills with proven abilities in problem solving
- Strong interpersonal skills with an ability to build and maintain relationships
- Strong oral and written communication skills

**Other Information**:
**Safety Sensitive Positions**
This position may be considered a Safety Sensitive position.

**Employment Equity**

Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.

**Conflict of Interest**
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via th

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