Senior Manager, Contact Center Workforce Strategy

2 months ago

Kitchener, Ontario, Canada Manulife Full time
About the Role

We are seeking a highly skilled and experienced professional to lead our Contact Center Workforce Planning and Analytics team. As a key member of our organization, you will be responsible for developing and implementing strategic workforce plans that align with our business objectives.

Key Responsibilities
  • Develop and maintain long-range and short-term workforce forecasts, capacity plans, and scheduling strategies to ensure optimal resource utilization.
  • Collaborate with cross-functional teams to build relationships, communicate effectively, and drive results.
  • Lead and manage a team of analysts and specialists to provide data-driven insights and recommendations to enhance operations.
  • Build and maintain relationships with business leaders, value streams, and operations partners to develop and recommend strategies.
  • Continuously monitor and analyze performance metrics to identify areas for improvement and optimize resource utilization.
  • Ensure compliance with regulatory requirements and industry standards.
  • Manage and improve concentration risk through profiling and influencing call center staffing decisions.
Requirements
  • 10+ years of experience in Contact Center Workforce Management, with a proven track record of success in volume forecasting and planning.
  • Post-secondary education in Math/Statistics, Sciences, or Business Administration.
  • Strong leadership experience, with the ability to coordinate multiple partners and cross-functional teams.
  • Excellent verbal and written communication skills, with the ability to communicate effectively with executive leaders and stakeholders.
  • Ability to influence teams outside of direct control with data-driven solutions and outcomes.
  • Ability to work under pressure, identify priorities, and produce results within tight timelines.
What We Offer
  • A competitive salary and benefits package.
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • A focus on growing your career path with us.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.
About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions. At Manulife, we value diversity, equity, and inclusion, and we strive to create a workplace where everyone thrives.

We are committed to fair recruitment, retention, advancement, and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, color, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

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