Manager, Workforce Analytics and Planning

**Help us boldly shape retail in Canada**

Canadian Tire Corporation’s (CTC) rich heritage of serving Canadians from coast-to-coast dates back to 1922. Our vision is to become the #1 retail brand in Canada and we are focused on innovating and making important investments in our business, especially when it comes to our people. To reach our goal, we need the best talent to help us evolve and drive change across the business - and boldly help shape Canada’s retail industry. As we strive to be at the forefront of a complex and vastly changing retail industry, it is an exciting time to join the Canadian Tire family of companies.

Canadian Tire Bank (CTB) is the Financial Services division of one of Canada’s most trusted and recognized retailers in the country. It is our mandate to continue to create innovative and rewarding financial solutions that our customers love. Our success is driven by a strong vision, loyal customers, and our ability to build teams that are reflective of the diverse customers and communities where we work and live.

At Canadian Tire we work flexibility embracing ‘Hybrid’ whereby individuals utilize a combination of working at a CTC campus and or virtually in service of outcomes. Determined by managers, decisions around work location will be made based on business and team needs and grounded in a desire to support individual well-being and personal needs. Our goal is to empower teams and individuals to make the right decisions for them, and we expect that to look different for everyone.

**What you’ll do**

Reporting to the Associate Vice President, Operational Effectiveness, the Manager, Workforce Analytics and Planning will be accountable for planning, forecasting and budget of contact centre operations. Partnering with front line leaders, finance teams and other operational units, the successful incumbent will consolidate and analyze data from multiple sources and provide recommendations to leverage operational effectiveness.

In this role, you will lead a team of high-performing Analysts as they direct, guide while working with peers within Operational Effectiveness teams to drive our strategic priorities & mandates. As a centralized services role you and your team will support to both our Bank and Retail contact centre’s budget, forecasting and workforce analytics.
- Support the contact center management teams in achieving their budgetary and service level goals
- Lead the creation and continuous improvements of the budget & forecasting models to meet service level commitments
- Track and analyze performance to budget targets from the business units and present risk and recommendations
- Short & long-term projections on resource requirements and identifying opportunities to minimize excess or shortfalls
- Development of staffing schedules, vacation and shift structures collaborating with each business unit
- Track, analyze and provide insight on call drivers for call centers and drive proactive decisioning
- Facilitate update meetings, including regular status and risk review meetings
- Foster a high-performance culture within your team, with high-quality delivery of assigned initiatives through coaching, motivation, and guidance
- Drive improved operating efficiencies by identifying opportunities to operate more effectively
- Demonstrate and reinforce our Canadian Tire values

**What you bring**

If you’re curious, ready to take on new challenges and open to doing things differently to help us evolve rapidly, then Canadian Tire is definitely the place to be.
- 10+ years of progressive experience in Contact Centres, including leading planning, forecasting and scheduling functions
- Agile and innovative individuals, who are able to manage in an environment of change and ambiguity to help us take bold and strategic moves in this rapidly evolving environment
- Proven ability to identify opportunities and implement solutions to improve the customer experience and achieve operating efficiencies
- Proven ability to collaborate cross functionally across all levels within CTB and Canadian Tire Corporation family of companies
- Exceptional analytical and problem-solving skills
- Experience in leveraging data to evaluate and improve performance
- Humility and authenticity are essential

**What you’ve done**
- Proven experience in a high-performing contact centre environment
- Deep project management skills/experience
- Experience partnering with external vendors
- Excellent relationship management, consulting, and problem-solving skills
- Excellent communication skills with the ability to translate technical requirements for non-technical business partners and influence/persuade a different point of view
- Passionate about building a team and increasing business results through people
- Operational transformation experience; desire to keep abreast of the latest developments and innovations in contact centres and customer relationship management trends
- Ability to use, and a