Job Description

Reporting to the AVP Operational Excellence, the Senior Workforce Management Analyst will lead forecasting, capacity planning and reporting for the Canada Life, Individual Customer Contact Centre. Partnering with Data and Analytics teams the Senior Workforce Management Analyst will support the Contact Centre and Operations leaders by providing scorecards, management reporting and ad hoc analysis required to effectively manage productivity, quality and the client and advisor experience. In addition, they will lead the annual and monthly forecast/budgeting process to optimize the staffing model, budget and contribute to Contact Centre transformation initiatives as a WFM expert.

What you will do

• Provide in depth Contact Centre and Workforce Management expertise
• Work closely with Contact Centre leaders providing critical operational support
• Develop and enhance data pipelines, models and reporting assets for the IC Contact Centre (in partnership with the Business Process Analytics and data teams)
• Develop, enhance, and execute forecasting and FTE governance models
• Lead monthly FTE governance and budget planning activities in partnership with Contact Centre leaders and IC Finance

What you will bring

• University degree in a related field of study
• 5+ years Contact Centre workforce management experience
• In depth knowledge of Contact Centre forecasting principles and models
• Experience developing and reporting Contact Centre KPIs and metrics (e.g. scorecards & dashboards)
• Strong proficiency in data analysis, visualization, business process modelling, simulation, and forecasting in Excel (e.g. Power Query, Power Pivot, Pivot tables, interactive dashboards, and statistical modeling)
• Ability to write SQL queries to extract, integrate, and transform data from multiple data sources
• Experience in data analysis and visualization using Power BI (Data Modeling, Power Query, and Dax) considered an asset
• Experience with Azure Databricks and Python considered an asset
• Microsoft Power Platform experience an asset (SharePoint, Power Apps, Power Automate)
• Willingness to learn new data and analytics tools and processes
• Ability to build strong collaborative relationships with business partners
• Comfort interacting and presenting with all levels of the organization including Senior Executives
• Excellent organizational & time management skills, with ability to assess and prioritize multiple responsibilities
• An enthusiastic approach to improving processes and the client and advisor experience

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London, Winnipeg.

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\xe2\x80\x99re part of a diverse and inclusive workplace where your career and well-being are championed. You\xe2\x80\x99ll 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\xe2\x80\x99ll deliver on our shared purpose to improve the well-being of Canadians. It\xe2\x80\x99s our driving force. Become part of a strong and successful company that\xe2\x80\x99s 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\xe2\x80\x99re one of Canada\xe2\x80\x99s 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 talentacquisitioncanada@canadalife.com.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.

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Canada Life