Director of Workforce Planning and Forecasting

2 months ago

Toronto, Ontario, Canada Manulife Full time
Job Description

We are seeking a highly skilled and experienced Director to lead our Workforce Planning and Forecasting team. As a key member of our Contact Center Operations team, you will be responsible for developing and implementing strategic plans to optimize workforce management and improve customer experience.

Key Responsibilities:
  • Develop and implement long-range and short-term forecasting models to ensure accurate capacity planning and scheduling.
  • Lead a team of analysts to gather and analyze data to inform workforce planning decisions.
  • Collaborate with business leaders to understand business objectives and develop strategies to achieve them.
  • Develop and maintain budget analysis and recommendations to ensure optimal resource utilization.
  • Identify opportunities to improve resource utilization and implement process improvements.
  • Develop and maintain relationships with key stakeholders to ensure effective communication and collaboration.
Requirements:
  • 10+ years of experience in Contact Center Workforce Management.
  • Proven experience in volume forecasting and planning in a large global organization.
  • Strong leadership and analytical skills, with ability to communicate effectively with executive leaders.
  • Ability to work under pressure and prioritize multiple tasks and projects.
  • Excellent organizational and time management skills.
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.

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, colour, 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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