Manager – Workforce Management – Capacity Planning
| Company | Sun Life |
|---|---|
| Location | Montreal, QC, Canada, Toronto, ON, Canada, Kitchener, ON, Canada |
| Salary | $78000 – $128000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 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
- Bilingualism (French, English, both oral and written) required for Quebec only
Responsibilities
- 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
Preferred Qualifications
- 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)