Canada Life
Job title:
Director Workforce Management
Company
Canada Life
Job description
Permanent Full Time–The Canada Operations Team is looking for a Director Workforce ManagementReporting to the AVP Operational Excellence & Planning, The Director Workforce Management (WFM) will lead WFM strategy & practice for Canada Life supporting 1500+ contact centre agents and numerous other operational roles.What you willLead the WFM Team that provides FTE governance, long term forecasting, scheduling, and intraday management for all Canada Operations Contact Centres.Expand WFM practice to non contact centre based operations teams.Maintain resource plans and staffing models for WFM and mentor leaders and team members in all areas of WFM.Collaborate extensively with Canada Operations leaders and their respective teams to ensure efficient workforce management and strong service delivery.Partner with leaders, business lines and finance teams on long term capacity analysis, demand modelling and budgets demonstrating strong stakeholder management.Provide data driven recommendations from short term tactical all the way to long term transformational opportunities.Support operations, business lines and technology/digital in the development and execution of strategic transformation plans.Function as Operations owner for Contact Centre platforms & technology – Amazon Connect, Agent Desktop (Salesforce), WFM (Calabrio) and other WFM/workflow solutions e.g. PowerApps.What you will bringA customer centric approach with a relentless focus on service delivery, efficiency, and flexibility to meet the needs of our customers, operations teams and Canada Life businesses.10+ years experience in Contact Centre environments including the full range of WFM functions from budgeting to intraday management and leveraging WFM software.Experience building and maintaining capacity plans including recommended hiring decisions and identification of skilling and scheduling bottlenecks.WFM expertise to lead, mentor, recruit and implement effective WFM strategy andHigh level of proficiency with Contact Centre and WFM applications. Amazon Connect & Calabrio experience considered a significant asset10+ years leadership experience, ideally in a shared service/operations support capacityEffective and steady leadership in a fast-paced environment including people and organization strategy, coaching and performance management.Financial services/insurance business knowledge and experience leading in a matrix organization considered an asset.Excellent collaboration and people skills to build effective relationships and influence across a broad range of stakeholder groups.Excellent communication and presentation skills to effectively articulate strategy, recommendations, and results.Creative problem solving and a passion for continuous improvement, innovation, and learning.\Ability to analyze complex data to determine appropriate course of action towards the objectives.Strong execution skills to support robust deployment of improvement and transformation opportunities in a dynamic environment.Ability to work with a high degree of detail and accuracyStrong time management skills with the ability to prioritize competingUniversity Degree in engineering, math, computer science, business administration, or equivalent experience or qualifications–The base salary for this position is between $89,800.00 – $166,300.00 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.Be your best at Canada Life- Apply today!Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact [email protected].Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.#LI-HybridRequisition ID: 1398Category: Corporate FunctionsLocation:Winnipeg Manitoba, MB, R3C 1V3 London Ontario, ON, N6A 4K1 Toronto Ontario, ON, M5G 1R8Date: Jul 5, 2024If you are not finding suitable opportunities now, please click below to join our talent community!
Expected salary
$89800 – 166300 per year
Location
Winnipeg, MB – London, ON
Job date
Sun, 07 Jul 2024 01:26:04 GMT
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