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Intraday Workforce Optimization Expert

2 weeks ago

Toronto, Ontario, Canada Sun Life Financial Full time

At Sun Life Financial, we're seeking a highly skilled Intraday Workforce Optimization Expert to join our team. As an Intraday Workforce Optimization Expert, you will be responsible for ensuring a consistent quality customer service experience for our members and clients by monitoring all intraday call volume related activities and optimizing resources allocation.

Main Responsibilities:

  • Analyze, optimize, and maintain daily and weekly Customer Care Representative work schedules
  • Monitor, analyze, and recommend changes for incoming volume, staffing levels, and routing strategies
  • Provide daily feedback of site-specific events to leadership
  • Support intraday touch-points by providing information and recommendations to leaders based on data
  • Support immediate responses and actions in emergency situations
  • Analyze, track, and report on trends, provide solutions or courses of action
  • Maintain system maintenance and up-to-date information in various databases
  • Raise workflow concerns in a timely fashion to direct managers or operational leaders and provide recommendations on solutions
  • Optimize and document internal processes and knowledge
  • Respond and consult on CCC Operations requests

Key Competencies:

To succeed in this role, you must have the following competencies:

  • Ability to discover, analyze, and solve problems using data
  • A positive attitude towards situations
  • Continuous improvement orientation
  • Value for open and honest feedback
  • Strong teamwork skills
  • Multitasking proficiency in a fast-paced, performance-driven environment
  • Ability to adapt quickly and comfortably to change
  • Stress handling skills in high-pressure environments
  • Attention to detail with strong documentation and follow-up skills
  • Strong and effective verbal and written communication skills
  • Excellent Excel knowledge

Benefits:

We offer a competitive salary range of $45,600 - $74,700, flexible work options, and opportunities for growth and development. Join us and make a difference in the lives of our clients