Job Description

You will be working on a flexible hybrid schedule as part of Fidelitys dynamic working arrangement.

At Fidelity weve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services and were constantly seeking to find new and better ways to help our clients. As a privately owned company we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means youll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. Youll have a wide range of opportunities to grow and develop your career in an inclusive environment where youll feel valued and supported to be your best both personally and professionally.

What Youll Do

Reporting directly to the Manager Client Services Planning and Analysis the Team Manager Optimization will lead a team of Workforce Optimization Coordinators to ensure staffing targets and service levels are met. They will work with management to implement workforce management strategies across the division to optimize resource allocation and meet service level objectives.

The Team Manager Workforce Optimization is responsible for all aspects of workforce management within the Client Services Division. They will build staffing plans in order to match forecasted workload and communicate these plans on a monthly weekly and daily basis. They will provide recommendations and an action plan to implement any necessary changes to optimize service levels.

• Foster a positive and inclusive work environment encouraging growth development and a commitment to achieving departmental and individual goals.
• Provide guidance timely coaching assist with performance reviews and training for team members ensuring a high level of expertise in workforce planning methodologies and tools.
• Oversee the daytoday operations of the team to ensure we adhere to service level agreements in the contact centre and backoffice teams.
• Work effectively with other business units such as Telecom Human Resources Learning & Development Finance and other departments in Client Services to ensure we have adequate communication training and headcount.
• Identify issues or concerns with call flows process flows special operation hours telephony or any access necessary for frontline staff.

Who Were Looking For

• Completed University Degree or equivalent work experience.
• 3 years of experience working with workforce management software and scheduling tools (e.g. Teleopti Avaya Aspect eWFM or Genesys)
• 3 years of contact centre operational experience
• Strong leadership and team management abilities with a commitment to employee development
• 3 years of experience in using ACDs or other backend telephony systems.
• IFIC operations course or CSC is an asset

The Skills You Bring

• Ability to thrive in a fastpaced and dynamic work environment.
• Strong working knowledge in presenting quantitative data via PowerPoint Excel Word etc.
• Experience creating reports and analysis.
• Strong analytical and problemsolving skills with a focus on datadriven decisionmaking
• Exceptional communication and interpersonal skills
• Demonstrated ability to identify issues of a complex nature and effectively resolve them.
• Ability to keep calm in pressure situations meeting deadlines

Current work authorization for Canada is required for all openings.

Some of the ways well help you feel valued and supported as part of our team:

• Flexible working arrangements 100 remote hybrid and in office options
• Competitive total compensation including company contributions to your group RRSP without a matching requirement from you
• Comprehensive health benefits that start on your first day with 100 employerpaid premiums that include up to $5000 annually for mental health services and therapy
• Parental leave topup to 100 of your salary for a period of 25 weeks
• Up to $650 for home office equipment
• Generous time off policy including 2 paid days annually to volunteer at a charity of your choice
• Diversity and inclusion programs including an active network of Employee Resource Groups
• Extensive professional development opportunities including access to over 11000 training and development courses tuition reimbursement and monetary rewards for completing a required designation

We care a lot about fostering a compassionate peoplecentric culture and are proud to have been named one of Canadas Top 100 employers for the last five years.

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race color religion sex sexual orientation gender identity or expression national or ethnic origin age disability family status protected veterans status Aboriginal/Native American status or any other legallyprotected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation please email us at .

No telephone inquiries or agencies please. We thank all applicants for their interest please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity

We are proud to be recipients of the following:

Awards

Canadas Top 100 Employers
o Greater Torontos Top Employers
o Canadas Top FamilyFriendly Employers
o Canadas Top Employers for Young People

Great Place To Work Certified
o Best Workplaces for Inclusion
o Best Workplaces for Mental Wellness
o Best Workplaces for Todays Youth
o Best Workplaces for Women
o Best Workplaces in Financial Services & Insurance
o Best Workplaces in Ontario
o Best Workplaces with Most Trusted Executive Teams

LinkedIn Top Companies in Canada

Human Resource Director (HRD) Best Place To Work
o HRD 5Star Benefit Program
o HRD 5Star Diversity & Inclusion Employer

Designations
Canadian Compassionate Companies Certified
Benefits Canadas Workplace Benefits Award Future of Work Strategy
TalentEgg National Recruitment Excellence Award Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporters Most Innovative HR Team