Manager, Workforce Planning

Permanent Full Time

The Manager, Intraday will play a critical role in guiding Workforce strategy and execution for all Canada Operations Contact Centres. The successful candidate will be accountable for execution and development of Workforce best practices across Shared Services with respect to day-to-day operations . They will oversee lead intraday analyst and Sr. intraday analyst including reforecasting and optimizing shifts for published schedules.

You will work with business partners across Canada Life, highlighting the capabilities, tools and opportunities while continually collaborating with the team to identify innovative ways to drive our business forward.

What you will do:

• Day-to-day operation: Oversee WFM application configuration, execution, and best practices for all Canada Operations lines of business; conduct short-term Contact Centre workload projections and collaborate with contact services leaders to address gaps; define all budget and business driver assumptions with strategies to alleviate impacts to KPIs.
• Execution Scheduling adjustments: Ensure accurate gaps are closed, achieving a balanced execution between Client and Agent UX KPI; lead team execution of workload projections and collaborate with contact services leaders.
• Business Development: Represent Workforce Strategy and Planning for all Projects impact Contact Centre technologies and processes including, but not limited to: Workplace Solutions Technology, Digital Hub, Canada Operations Business Development and Telephony Support.
• New Client/Product Coordination: Analyze all new products being considered that impact Canada Operations, and work with various stakeholders to design and recommend a support model; perform various analyses and impact assessments and work with stakeholders to share impacts/concerns to ensure a good customer experience while taking the most efficient approach possible.

What you will bring:

• 5-10 years of combined technical and leadership experience.
• Educational background and/or specialization in a technology or workforce management related discipline is an asset.
• 5+ years experience with Product Owner or Agile methodology delivering technology solutions and/or business processes improvements from a backlog.
• Comfort with ambiguity and the ability to make informed decisions and quickly course correct based on numerous factors.
• Well-developed analytical skills to review various data sources to make a wide variety of decisions.
• Excellent verbal and written communication with a focus on always communicating the underlying rationale.
• Excellent time management skills to balance a variety of assignments while providing effective leadership for the team.
• Experience working in a contact centre and with Workforce Management and Workflow solutions including Amazon Connect, Calabrio, Appian and ServiceNow considered an asset.
• Computer science related background (coding, database/webform design, etc.) considered an asset.

The base salary for this position is between
$76,400
- $134,400
annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You're part of a diverse and inclusive workplace where your career and well-being are championed. You'll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you'll deliver on our shared purpose to improve the well-being of Canadians. It's our driving force. Become part of a strong and successful company that's trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we're one of Canada's leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.