Job Description

Company Overview

Our Values
At TD we\'re guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars - physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they\'re more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: Hybrid, Onsite and Primarily Remote. Wherever our colleagues are working, they\'ll always have access to the TD community and experience our culture of care.

Who We Are
TD is one of the world\'s leading global financial institutions and is the fifth largest bank in North America by branches. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you\'ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we\'re here to support you towards your goals. As an organization, we keep growing - and so will you.

Department Overview

The Workforce Management (WFM) team is part of the North American Phone Channel Shared Services, providing ongoing support and leadership in the following specialty areas: Sales strategy, Customer and Employee Experience, Governance / Operating Solutions, Enterprise Workforce Management and Business Solutions. It is our high performing teams who create a passion for the customer experience and make North American Phone Channel Shared Services (NAPCSS) a great place to work. NAPCSS supports over a dozen lines of businesses, including all of the businesses in Canadian Personal Banking, Wealth, Direct Investing, TD Insurance, and US Contact Centre; driving superior solutions to enable a better Phone experience, and championing continuous improvement within the Phone network. We are supporters of a caring performance culture and leaders in great community spirit. NAPCSS offers a unique career opportunity to make an impact and build for the future. We seek individuals with a positive attitude who are driven to produce extraordinary results and would like to work in an environment that is fun, high energy, fast-paced, and collaborative.

Job Requirements

• Exceptional analytical skills with high attention to detail
• Proficient with MS Office Suite (Excel, PowerPoint, Word)
• Strong organizational skills with a proven ability to multitask
• Ability to articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
• Clear and thorough understanding of short, medium, and long-term forecasting practices
• Ability to quickly learn new technology/software/systems
• Superior verbal and written communication skills
• Driven to continual improvement of processes and working environment
• Enjoys working in an agile, fast pace and collaborative environment

Hours

37.5

Job Details

Reporting to the Manager, Forecasting/ Planning, the successful candidate will be responsible for ensuring operational KPI targets and efficiency goals are met by providing the business with complete end-to-end Workforce Management (WFM) support. This position is responsible for producing an 18-month rolling forecast of contact center demand, capacity, service outlooks and productivity. The successful candidate will create compelling performance impact analysis, budget plans, and risk mitigation tactics to help support our operational business leaders.

PRIMARY RESPONSIBILITIES:

• Support business decisions through the preparation of accurate KPI forecasts, with specific focus on improving customer experience and maximizing operational efficiencies
• Provide detailed analysis on current & future market environments to help facilitate high-impact decision making process
• Aggregate forecast information into comprehensive, executive level presentation material
• Present analysis in a clear, concise manner with specific recommendations on how to improve Service Level and efficiency
• Leverage statistical methodologies (regression, correlation etc.) to assess the impact of new market data
• Track KPI performance (e.g., service level, call volume, AHT, shrinkage etc.) to highlight performance trends
• Assess short, medium, and long-term impacts of hiring, queue consolidation, attrition, digital automation, off/nearshoring and contingent labor
• Support the maintenance & development of workforce planning tools / processes
• Communicate effectively with internal and external stakeholders in accordance with TD\'s policies, guidelines, and procedures

KEY RELATIONSHIPS:

• Reports to Manager, Forecasting/ Planning
• Finance, Talent Acquisition, Learning & Development, Product & Strategic Initiative partners
• Distribution & Contact Centre leaders across different locations
• Daily working relationships with all level of TDBG

Workplace Model

Hybrid

Inclusiveness

Our Commitment to Diversity, Equity, and Inclusion
At TD, we\'re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We\'re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Accommodation
Your accessibility is important to us. Please let us know if you\'d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

How We\'re Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That\'s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It\'s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

We look forward to hearing from you!

Additional Information

EDUCATION & WORK EXPERIENCE:

• A post-secondary degree in business, economics, computers, or other related fields of study
• 3-5 years of experience in workforce management, planning, and analytics
• Experience with database management and/or visualization software such as Tableau, Power BI, SQL is an asset. Good to have PHP, Python, R etc.
• Experience with Genesys Decisions forecasting software is an asset

Business Line

Corporate

Job Category - Primary

Business Analysis / Reporting

Job Category(s)

Business Analysis / Reporting

Job Family

Business Mgmt, Strategy & Governance

Time Type

Full Time

Employment Type

Regular

Pay Details

We\'re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with your recruiter and ask compensation related questions, including pay details for this role.

Careers Web Site Cities

Canada-Ontario-Toronto

TD Bank