Job Title

Overview Manager, Workforce Management (Capacity Planning) 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 staffing levels. Lead and drive projects and assignments to completion, including project planning and estimates. Collect and analyze data to identify when metrics are drifting from target and recommend action plans to address issues. Design, maintain, and further refine models and resource plans to account for multiple factors, such as fluctuations in business volumes, productivity assumptions, attrition, training requirements, projects, and external influences. Determine optimal staffing levels, taking into account business plans, capacity, attrition, and other relevant factors. Provide leadership and guidance to Capacity Planning Analysts reporting to you. 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 you need to succeed 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, bilingualism (French, English, both oral and written) is required for Quebec only as the position includes managing both French and English-speaking staff and providing daily support to the team. Preferred Skills Experience building and maintaining forward-looking capacity plans including recommended hiring decisions and identification of skilling bottlenecks within a call center environment. Experience working in a call center. Experience working with BPOs. Experience with Workforce Management Software (IEX, Amazon Connect, Pega). Whats in it for you Were honoured to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work Canada. Recognition by Excellence Canada with the Canada Order of Excellence for Mental Health at Work. Recognitions such as 2023 Most Trusted Executive team by Great Place to Work Canada. Wellness programs that support mental, physical, and financial health. Opportunity to move along a variety of career paths with networking potential. Hybrid work options to accommodate home or office work, based on business and Client needs. As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date. The Base Pay range is for the primary location for which the job is posted and may vary by location. Eligible employees participate in incentive plans; some roles have sales incentive plans based on performance. Diversity and inclusion have always been at the core of Sun Life values. We welcome applications from qualified individuals from all backgrounds. Persons with disabilities who need accommodation in the application process may request via email. We are a hybrid organization offering flexible work options. Salary: 80,000/80 000 - 128,000/128 000. Posting End Date: 16/10/2025. Job Category: Advanced Analytics #J-18808-Ljbffr