Director, Global Head of Workforce Planning and
4 days ago
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
**Working Arrangement**
Hybrid
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**:
- 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
**What motivates you?**
- 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.
**What we are looking for**
- 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, ma
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Toronto, Canada Manulife Full timeJob Description 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...
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Old Toronto, Canada Manulife Full timeWe are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...
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Old Toronto, Canada Manulife Full timeWe are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...
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