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Director, Global Head of Workforce Planning and Optimization

1 month ago

Toronto, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company Full time
About the Role

We are seeking a highly skilled and experienced Director to lead our Global Workforce Planning and Forecasting team. As a key member of our leadership team, you will be responsible for developing and implementing strategic workforce plans that drive business outcomes and optimize resource utilization.

Key Responsibilities
  • Develop and maintain long-range and short-term workforce plans, including forecasting, capacity planning, and scheduling.
  • Lead and manage a team of analysts and specialists to ensure accurate and timely forecasting and planning.
  • Collaborate with business leaders and stakeholders to understand business needs and develop solutions that meet those needs.
  • Develop and maintain relationships with key stakeholders, including business leaders, operations teams, and technology partners.
  • Stay up-to-date with industry trends and best practices in workforce planning and forecasting.
Requirements
  • 10+ years of experience in workforce planning and forecasting, preferably in a contact center environment.
  • Proven track record of developing and implementing strategic workforce plans that drive business outcomes.
  • Strong leadership and management skills, with the ability to lead and motivate a team of analysts and specialists.
  • Excellent communication and interpersonal skills, with the ability to work effectively with business leaders, operations teams, and technology partners.
  • Ability to analyze complex data and develop insights that inform business decisions.
What We Offer
  • A competitive salary and benefits package.
  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A collaborative and inclusive team culture.