Manager Workforce Management Capacity Planning
Manager Workforce Management Capacity Planning
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Job Description
You are as unique as your background experience and point of view. Here youll be encouraged empowered and challenged to be your best self. Youll 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 youll 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.
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 5 years of practical experience in stakeholder management and process optimization 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 facilitatethe process ofmanaging and implementing a strategic capacity plan. Responsibilities include mentoring capacity planning analysts optimizing planning processes stakeholder management and providing datadriven recommendations to operational leaders and business partners. This the role requires creative problemsolvingthe capability to prioritize excellent communication/organizationalskillsand the ability tobuild 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 andfurther 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 levelstaking into accountbusiness 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
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 fastpaced 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&creativeproblemsolving skills
- Ability to balance daytoday responsibilities with longterm improvement initiatives
- Understanding of ErlangC 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 for the frequent interactions with English and Frenchspeaking colleagues or internal partners across Canada or worldwide.
Preferred Skills:
- Experience building and maintaining forwardlooking 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)
Whats in it for you:
- Were 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 toplevel certification the Canada Order of Excellence for Mental Health at Work for prioritizing employee wellbeing fostering a positive work culture and achieving excellence in mental health.
- Were 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
As a condition of the role the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date
The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay eligible Sun Life employees participate in various incentive plans payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.
Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.
Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may email a request to .
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
Salary Range:
78000//128 000Job Category:
Advanced AnalyticsPosting End Date:
09/04/2025Required Experience:
Manager
Employment Type
Full-Time
