Director, Global Head of Workforce Planning and Forecasting
Location : Toronto, Ontario; USA, Massachusetts, Boston; Waterloo, Ontario
If the following job requirements and experience match your skills, please ensure you apply promptly.
Time Type : Temps plein
Posted On : Publié il y a 2 jour(s)
Job Requisition ID : JR24050478
Description d’emploi
Are you looking for unlimited opportunities to develop and succeed? Do you enjoy work that challenges and makes a difference in a flexible and supportive environment?
We're a large financial company with a new mission; Decisions made easier. Lives made Better and a new focus - transforming to a digital customer-centric leader.
Last year, Manulife / John Hancock spent over $1 billion on technology. We are all in with agile, modern tools and processes, having no speed limit for this transformation!
The Director, Contact Center Workforce Planning and Forecasting is responsible for long-range and short-term forecasting, capacity planning, scheduling, and the linking of our workforce plans to our financial outcomes.
Supports a global organization of 3500 employees. You will lead and manage an organization of 50+ individuals whose role is to forecast, plan and ensure we deliver on the financial outcomes of our business objectives.
Responsibilities :
- Responsible for long-range and short-term forecasting, capacity planning, scheduling, and the linking of our workforce plans to our financial outcomes.
- Leverage formal and informal meetings across teams to build communication, trust, relationships, and collaboration.
- Lead & develop a strong team of highly specialized leaders and analysts.
- Build relationships and regular communication with each line of business and their respective VP’s.
- Coordinate input of capacity plan, volumes, AHT, load factors and other drivers.
- Build and maintain budget analysis, recommendations, risks and opportunities for each line of business.
- Continually look for opportunities to further optimize resource utilization.
- Collaborate with Business Leaders, Value Streams and Operations partners.
- Build and maintain an ongoing comparison of operations performance with industry benchmarks.
- Ensure procedures are documented in collaboration with Compliance, Legal and industry regulators.
- Manage and improve concentration risk together with Partners.
What we are looking for :
- 10+ years of Contact Center Workforce Management experience.
- Post-secondary education, a degree in Math / Statistics, Sciences, or Business Administration is a plus.
- Proven experience in volume forecasting and planning.
- Strong leadership experience.
- Excellent verbal and written communication skills.
- Ability to effectively influence teams outside of their direct control.
- Able to work under pressure and manage multiple priorities.
- Excellent organizational skills.
What can we offer you?
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
Our commitment to you :
- Values-first culture.
- Boundless opportunity.
- Continuous innovation.
- Delivering the promise of Diversity, Equity and Inclusion.
- Championing Corporate Citizenship.
Salary and Benefits :
The salary range for this position is $103,050.00 CAD - $185,490.00 CAD.
Manuvie offers a wide range of customizable benefits, including medical insurance, dental care, mental health support, and more.
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