Manager, Workforce Management

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that lets your talents shine.

We are looking for a versatile leader to work on the implementation and maintenance of resource plans and staffing capacity models in Canadian Operations. In this role, you will facilitate the process of managing and implementing a strategic capacity plan. Responsibilities include mentoring capacity planning analysts, optimizing planning processes, stakeholder management and providing data-driven recommendations to operational leaders and business partners. This the role requires creative problem-solving, the capability to prioritize, excellent communication/organizational skills, and the ability to build relationships with stakeholders.

**What Will You Do?**
- Look for ways to innovate and improve WFM processes in a Continuous Improvement environment.
- Provide analysis, insights and recommendations to business leaders and other partners to help drive operational decisions related to staffing levels.
- Lead and drive projects and assignments to completion, including project planning and estimates
- Collect and analyze data to identify when metrics are drifting from target and recommend action plans to address issues
- Design, maintain, and further refine models and resource plans to account for multiple factors, such as fluctuations in business volumes, productivity assumptions, attrition, training requirements, projects, and external influences.
- Determine optimal staffing levels, taking into account business plans, capacity, attrition, and other relevant factors.
- Provide leadership and guidance to Capacity Planning Analysts reporting to you
- Assess impact of initiatives/projects to capacity and workload.
- Ensure data is accurate, timely and that results meet the clients’ needs.
- Facilitate conversations between Operations and other Workforce Management teams

**What you need to succeed**:

- Ability to effectively present complex data to a variety of audiences
- Superior analytical skills with experience turning insights into action
- Proven project management experience
- Direct experience in building and managing relationships with multiple stakeholders
- Ability to operate and succeed in an abstract and fast-paced environment
- Communicate effectively with senior management and ensure that issues are raised and addressed in a timely manner
- Champion and support creative solutions that focus on continuous improvement
- Experience managing people and coordinating/prioritizing work across teams
- Strong critical thinking & creative problem-solving skills
- Ability to balance day-to-day responsibilities with long-term improvement initiatives
- Understanding of Erlang-C and the biases/limitations of the model
- As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only as the position includes managing both French and English-speaking staff (Quebec and outside Quebec) and providing daily support to the team.

**Preferred Skills**:

- Experience building and maintaining forward-looking capacity plans including recommended hiring decisions and identification of skilling bottlenecks within a call center environment
- Experience working in a call center
- Experience working with BPOs
- Experience with Workforce Management Software (IEX, Amazon Connect, Pega)

**What’s in it for you**:

- We’re honoured to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work® Canada.
- _ We are thrilled to be recognized by _**_Excellence Canada_**_ with their top-level certification, the _**_Canada Order of Excellence for Mental Health at Work®_**_, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health._
- We’re proud to be recognized as a company with a 2023 Most Trusted Executive team by Great Place to Work® Canada.
- Wellness programs that support the three pillars of your health - mental, physical, and financial
- The opportunity to move along a variety of career paths with amazing networking potential.
- As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

We are proud to be a hybrid organi