Senior Analyst, Intraday Workforce Optimization

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Intraday team ensures a consistent quality customer service experience for members, sponsors and providers who contact the SLF Canada Customer Care Centre (SLFC CCC) by monitoring all intraday demand, optimizing resource allocation and providing recommendations/insights to our Operations partners. This encompasses the management of the work schedules for approximately 1100 Call Centre staff in collaboration with on-site operational and training leadership. You will work in a fast-paced and dynamic environment.

The Senior Analyst is a key member of the intraday team providing leadership to junior staffing and driving innovation within the Intraday team.

Main Accountabilities:

As a Senior Analyst, Intraday Workforce Management you will:

• Monitor, analyze and recommend changes for incoming volume, staffing levels and routing strategies

• Provide daily feedback of site-specific events to CCC leadership

• Support intraday touch-points by providing information and recommendations to the CCC leaders based on data

• Support on immediate responses and actions in emergency situations

• Provide back up for the Intraday Analysts as needed

• Foster a trusting partnership with Operations

• Analyse, track and report on trends, provide insights and recommendations proactively

• Ensure System maintenaince and maintain up to date information in various databases

• Optimize and document internal process and knowledge

• Respond and consult on CCC Operations requests

• Provide leadership to Analysts with respect to the daily queue drive , such as observations of skill changes, off-line capacity and shceudling enhancements

• Respond to requests submitted by Operations and other internal partners

• Create ad-hoc reporting in Tableau and Excel as required

• Work on (C)ontinuous (I)mprovement initiatives

• Provide training and mentoring to new Analysts that join the Intraday team

• Keep Wiki and other Intraday documentation and training up to date

• Provide insights on CCC performance as required

• Understand and enhance skill routing strategy

• Provide SME services within Sun Life with respect to Intraday as required

• Collaborate with Scheduling and Planning teams to ensure the highest level of service

Competencies:

To shine in this position, you must have the following competencies:

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

• Discover, analyze and solve problems using data

• Approach situations with a positive attitude

• Continuous improvement oriented

• Be a strong team player

• Handle stress in a high pressure environment

• Attention to detail with strong documentation and follow up skills

• Strong and effective verbal and written communication skills

• Excellent Excel knowledge

• Knowledge of creating reports in Tableau

• In-Depth knowledge of call routing strategies

• Experience as an Intraday Analyst in a Contact Center Environment

Assets:

• Experience with IEX

• Experience with Amazon Connect

• Experience training and mentoring

• Experience in a continuous improvement environment

• Experience with JIRA

• Knowledge of Call Centre technologies and best practices

• Call center forecasting and resource planning

• Experience with planning and scheduling tools

• Understanding of queuing theory and call center mathematics

• Flexibility to be scheduled during standard hours of operation
  

What’s in it for you?

• We’re proud to be recognized as a company with a 2023 Most Trusted Executive team by Great Place to Work® Canada

• Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.

• A collaborative and interactive team environment

• Charitable giving through our You Give, We Give program lets you give back to your community - and in many cases, we’ll match your contributions.

• Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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