Resource & Capacity Planner

7 months ago

Ottawa, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Are you someone who is passionate about data, with superior analytical skills?

We are looking for someone to work with operational partners to plan optimal resourcing. In this role, you will use projected work volumes and staffing data to create a future-looking plan to address the staffing needs of different business units and external suppliers. You will be in frequent contact with operations leaders, suppliers, and supplier management teams. You will work with stakeholders to update capacity plans, optimize plans based on business and contractual constraints, analyze the impact of internal and external factors, and provide recommendations on potential solutions. Your work will drive operational decision-making about staffing levels. The role requires creative problem-solving, teamwork, excellent communication and presentation skills, a willingness to try new techniques, and the ability to handle several diverse and concurrent projects.

**What Will You Do?**
- Create, maintain, and update capacity plans including timing of hiring and analysis on attrition, shrinkage and other factors impacting capacity
- Support operations in planning of vacations, training, and other events
- Support the creation of an annual staffing budget forecast
- Collect, manipulate, and analyze data related to capacity, supply, and demand
- Gather information from operations on project impacts and other factors that could impact planning or work volumes
- Calculate optimal staffing levels based on forecasts, capacity models, and business constraints
- Measure, assess and communicate variations from plan, including analysis of the cause and impact to KPIs of those differences
- Support the balance of staffing needs across different business units
- Work within a team to provide analysis, insights and recommendations to senior business leaders to help them recognize areas of opportunity and drive evidence-based operational decisions
- Work with forecasters, schedulers, and intraday analysts to refine plans and ensure continuity of resourcing
- Provide suppliers, supplier management teams and project teams with process recommendations, workload/staffing forecasts and costs as required to support changes
- Look for ways to innovate and improve processes in a Continuous Improvement environment

**Knowledge, Experience and Skills**
- Experience analyzing and modeling business process data
- Experience in a call center environment
- Strong critical thinking & creative problem solving
- Demonstrated experience working with data, including transformation, manipulation, forecasting, and statistical modeling
- Demonstrated success working collaboratively within a team to produce results
- Ability to effectively visualize and present complex data adapted to a variety of audiences to support decision-making
- Demonstrated ability to produce and communicate meaningful results from data
- Ability to build partnerships, work collaboratively, and develop relationships with a variety of stakeholders
- Demonstrated ability to turn forecast volumes into capacity models
- As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required **for Quebec only** for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

**Assets**
- Bachelor degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience
- Experience with the following:

- Visualizing data with Tableau
- Familiarity with querying data using SQL
- Workforce Management Software (IEX, Genesys, Pega)
- Utilizing large databases with complex relationships between tables
- Solving optimization problems
- Erlang calculations
- Experience working with Supplier Relationship Management teams or in multi-vendor operational environments

**What’s in it for you?**
- Opportunities to learn new skills, grow and move into different roles
- Trusting, diverse and inclusive working environments
- Supportive leadership who’s focused on your success and well-being
- We offer a number of programs and offerings to help our Employees achieve lifetime financial security and live healthier lives, some of these include:

- Comprehensive benefits
- Retirement & stock investment
- Pay for performance reward
- Wellness programs, benefits

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