Manager, Workforce Management

Found in: Talent CA C2 - 5 days ago

Toronto, Canada Sun Life Full time

Job Description

:

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.

Are you a leader with superior analytical skills, a true passion for working with people, and more than 8 years of practical experience in building and implementing staffing capacity plans in a Call Center? If so, consider applying your skills and experience to a leadership position in the Canadian Operations Workforce Management team.

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 a strategic capacity plan who will put the plan into action. Responsibilities include running planning meetings, analyzing data, and providing analysis and data-driven recommendations to operational leaders and business partners. In addition to a deep understanding of the dynamics of long-term resource planning, the role requires creative problem-solving, the capability to prioritize, excellent communication and 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. Act as a subject matter expert or technical team lead on projects when required. Facilitate conversations between Operations and other Workforce Management teams

 Knowledge/Experience: 

Demonstrated experience building and maintaining forward-looking capacity plans including recommended hiring decisions and identification of skilling bottlenecks within a call center environment Proven project management experience Direct experience in building and managing relationships with multiple stakeholders Ability to operate and succeed in an abstract and fast changing environment Provide leadership and support for projects and initiatives 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 work across teams Ability to effectively present complex data adapted to a variety of audiences  Strong critical thinking & creative problem solving skills Ability to balance day-to-day responsibilities with long-term improvement initiatives As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Assets:

Experience working with BPOs Insurance or Financial Services industry experience. Experience visualizing data with Tableau Experience with Workforce Management Software (IEX, Amazon Connect, Pega) Experience gathering and integrating external data with operational data. Practical leadership experience in an operational environment. Demonstrated experience working with multiple vendors

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