WFM Manager

The Workforce Management (WFM) team is responsible for all aspects of workforce management, for all Global WAM Division Contact Centres. These Contact Centres span multiple offices including: Toronto, Kitchener/Waterloo (3 sites), Halifax, Montreal, Oakville, Manila, Cebu and Customer Service Representatives that work from home. Service is provided in both French and English. Effective operations of the Contact Centres require the management of hundreds of unique queues to ensure cost effective service delivery within established service levels.

As the successful candidate, you will be accountable for the attainment of service levels in all Contact Centre’s daily, including responding to fluctuations in call volumes, Customer Service Representative's (CSR) availability, system interruptions or outages, and all other variables that can impact service delivery.
You will lead a team of ~15 WFM Specialists, who are collectively focused on, and responsible for, monitoring and responding to all variables that jeopardize, or potentially jeopardize, the delivery of service daily. With the critical, and highly visible nature of this role, it requires constant attention and focus to ensure the team recognizes risks to service delivery and takes corrective action immediately.

• Recruitment, performance management, mentoring, and development of the WFM Specialists, while creating and maintaining a positive and productive work environment.
• Complete ownership of the daily management of service levels, including assessing all existing and potential impacts, and making decisions in response to attain the best possible service levels with the resources available.
• Create and update schedules to reflect CSR absences, assessing the potential impacts, then re-balancing the schedules and queue assignments to provide optimal support based on anticipated call volumes
• Call volume, handle time, and staffing forecasts and predicting service levels for the day, as well as the attainment of those daily projected service levels for all queues.
• Overall improvement of schedule adherence across the Contact Centres, as well as management of adherence exceptions.
• Assess the impact of system outages and re-balance the schedule in response to the disruption(s) while working with IT partners to communicate and mitigate service impacts.
• Work directly with Senior Contact Centre leaders to identify and resolve complex service issues.
• Exercising judgment in identifying issues, meaningful courses of action, assessing risks, modifying plans and developing recommendations.
• Works closely with all other Workforce Management functional leads/resources in the areas of Forecasting & Long-Term Capacity Planning, ensuring the free flow of information between groups to contribute to a high performing Workforce Management organization as a whole
• Accountable for the communication of service updates to all levels of leaders throughout the day, including reporting on any, and all, factors (eg. CSR attendance, schedule adherence, mandatory training, system outages, etc) that are impacting service levels.

What motivates you?

• You obsess about customers, listen, engage, and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

Qualifications:

• 5-7 years previous experience in a Workforce Management leadership role within a large scale, multi-site contact centre
• 2+ years’ experience utilizing AWS and Verint WFM 11 or 15; equivalent experience with another Workforce Management system will be given consideration.
• Post-Secondary education Business, Mathematics, Computer Science, or a related field
• Superior analytical and problem-solving techniques; ability to assess business risk and develop/recommend sound, creative and feasible solutions.
• Excellent communication skills, both written and verbal, with a proven ability to communicate effectively with senior leaders.
• Proven ability to assess, react, and make sound decisions in a dynamic, complex, frequently changing environment.
• Excellent attention to detail; able to integrate and consider data from various sources.
• Technical aptitude with a deep understanding of Contact Centre technologies and applications; including: Verint, Avaya IQ and queue routing, as well as contact centre reporting/KPIs
• Proven leadership, operational management, project management, with the ability to develop and coach employees across multiple locations.
• Excellent interpersonal, motivational, influencing, negotiation and relationship building skills.
• Ability to remain focused on the aspects of same day workforce management, yet effectively communicates with team members focused on mid to long term service level projections, schedules, etc.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture - We lead with our Values every day and bring them to life together.
• Boundless opportunity - We create opportunities to learn and grow at every stage of your career.
• Continuous innovation - We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion - We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship - We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

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 Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.