Manager, Workforce Management

The Opportunity: At Equitable we believe great things happen when we work together. Were a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If youre passionate about making a difference and growing your career in an inclusive and collaborative environment wed love to hear from you. Our culture is built on care passion and curiosity. We put people above all else strive to be our best and welcome new ideas to deliver positive Manager Workforce Management youll lead a team of analysts responsible for ensuring the right people with the right skills are in place to meet client demand across all interaction channels. Through datadriven forecasting scheduling and realtime service management youll balance service levels operational efficiency and employee closely with Client Care Centre (CCC) leaders youll translate evolving business needs into effective workforce strategies that support consistent service performance and a positive employee experience across Individual Insurance Individual Wealth and Group one of the regions top employers and be part of something that truly makes a Arrangements: This is a hybrid role. You will work in our office in Waterloo ON a minimum of two (2) assigned consecutive days every other week plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum youll do:Develop and continuously enhance short medium and long term forecasting and capacityplanning models across all interaction channels) across all lines of optimal staffing levels and skill mixes to achieve servicelevel objectives while balancing budget and operational historical trends seasonality and businessdriven events to anticipate future demand and translate insights into actionable staffing forecast accuracy schedule effectiveness and performance results driving rootcause analysis and continuous improvement endtoend scheduling processes ensuring schedules balance service requirements employee availability skill coverage and workload realtime and intraday service management leadership responding to demand fluctuations and emerging service risks through staffing adjustments and contingency mentor and develop a team of Workforce Management Analysts fostering a highperformance culture focused on accountability collaboration and continuous clear performance expectations conduct coaching and performance evaluations and support career growth through development planning and targeted learning recruitment and onboarding efforts including interviewing hiring decisions and maintaining uptodate job descriptions aligned to evolving business complex operational data into clear actionable insights and recommendations for CCC leadership LOB partners and frontline strong partnerships with CCC leaders across all lines of business to align workforce strategies with business priorities initiatives and service with Technology and Operational Support teams to resolve system issues impacting service delivery and ensure uninterrupted operationsWhat youll bring:5 years of experience leading servicedriven Contact Centre teams with a demonstrated ability to coach mentor and motivate highperforming crossfunctional teams.5 years of handson experience in Contact Centre Workforce Management including forecasting capacity planning and scheduling across multiple interaction channels (voice email chat).Deep understanding of contact centre operations WFM best practices roles and servicelevel analytical skills with the ability to interpret complex data identify trends and translate insights into actionable developing communicating and presenting forecast models performance insights and risk assessments clearly to leadership working with contact centre forecasting and WFM tools to support short and longterm staffing experience using Genesys Cloud for intraday management scheduling capacity planning and performance leadership and peoplemanagement skills including performance management staff development succession planning and retention experience recruiting hiring onboarding and developing talent in a fastpaced contact centre serviceoriented mindset with the ability to thrive under pressure and manage competing priorities in a dynamic in Microsoft Office (Excel Word PowerPoint) with advanced analytical and presentation decisionmaking and problemsolving abilities including KPI development and performance measurement to drive continuous understanding of budget planning financial constraints and the relationship between staffing decisions and cost written and verbal communication skills with strong facilitation negotiation and stakeholdermanagement abilities.A collaborative approach with the ability to build strong relationships across teams and organizational and strategic thinker who can quickly understand business objectives and develop practical workforce solutions that balance service cost and employee in it for you:Career Growth: Regular learning sessions and developmentopportunitiesTotal Rewards: Incentive pay annual salary reviews employer-paid benefits and pensionmatchingTime Away: Competitive vacation plus one paid volunteer day each yearFlexibility: Healthy work-life balance with employee wellness always top of mind complemented by a dress for your day approachAt Equitable were committed to fair pay and an inclusive accessible hiring experience. If you need accommodations or alternative formats at any stage just reach out to us at Were happy to base pay will be based on your skills qualifications experience and addition to your salary this role is eligible for a discretionary annual incentive award tied to business performance plus a wide range of competitive benefits. If youre selected to move forward our Talent Acquisition team will walk you through all the details of our total rewards program so you know exactly whats To: Director Client Care Centre Shared Services Department: Client Care Centre Services Term: Permanent Full-Time