Manager, Workforce Management (Scheduling and Intraday)

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll 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, you'll 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:

Role Summary

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 Workforce Management, - preferably Intraday and Scheduling? 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 of the Workforce Management Team leading the Intraday and Scheduling Teams and functions for Canadian Operations. In this role, you will facilitate the process of managing the weekly schedule role out, as well as the daily monitoring and success of queues within our call centre. Responsibilities include mentoring Intraday and Scheduling analysts, optimizing associated processes, stakeholder management and providing data-driven recommendations to operational leaders and business partners. This the role requires creative problem-solving, the capability to prioritize, excellent communication/organizational skills, and the ability to build 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 scheduling and intraday monitoring

• Lead and drive projects and assignments to completion

• Collect and analyze data to identify when metrics are drifting from target and recommend action plans to address issues

• Determine optimal schedule models, taking into account business plans, capacity, attrition, and other relevant factors.

• Provide leadership and guidance to the Scheduling and Intraday team members

• 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 do you need to succeed?

• 5+ Years experience leading a Workforce Management Team

• 10 Years progressive experience in a Contact Centre Environment

• 5 years of practical experience in Workforce Management, - preferably Intraday and Scheduling

• 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

• 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 French-speaking colleagues or internal partners across Canada or worldwide.

What will be nice to have?

• Experience building and maintaining schedules with multiple inputs

• Experience monitoring and making recommendations in a complex queue call centre environment

• Experience in a multi-channel call centre environment

• Experience working with BPOs

• Experience with Workforce Management Software (IEX, Amazon Connect, Pega)

What's in it for you?

• We are proud to be on the 2024 Best Workplaces in Canada list by Great Place to Work.

• We're also listed as one of the Best Workplaces for Women and Best Workplaces with Most Trusted Executive Teams.

• In 2024, Sun Life ranked among the top 100 most sustainable global corporations by Corporate Knights for the 15th consecutive year, leading Canadian insurers.

• A caring, supportive, and inclusive culture

• Flexible Benefits from the day you join to meet the needs of you and your family

• Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.

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 e-mail a request to thebrightside@sunlife.com.

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.

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