Resource Planner, Workforce Management

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:

At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that lets your talents shine.

Are you someone who is passionate about data, with superior analytical skills?

We are looking for someone to work with operational partners to plan optimal resourcing. In this role, you will use projected work volumes and staffing data to create a future-looking plan to address the staffing needs of different business units. You will be in frequent contact with those business units, working with them to update the plan, optimize based on several business constraints, analyze the impact of internal and external factors, and provide recommendations on potential solutions. Your work will drive operational decision-making about staffing levels. The role requires creative problem-solving, teamwork, excellent communication and presentation skills, a willingness to try new techniques, and the ability to handle several diverse and concurrent projects.

What Will You Do?

• Create, maintain and update capacity plans including timing of hiring and analysis on attrition, shrinkage and other factors impacting capacity

• Support operations in planning of vacations, training, and other events

• Support the creation of an annual staffing budget forecast

• Collect, manipulate, and analyze data related to capacity, supply, and demand

• Gather information from operations on project impacts, other factors that could impact planning or work volumes

• Calculate optimal staffing levels based on forecasts, capacity models, and business constraints

• Measure, assess and communicate variation from plan, including analysis of the cause and impact to KPIs of those differences

• Help to balance staffing needs across different business units

• Work within a team to provide analysis, insights and recommendations to senior business leaders to help them recognize areas of opportunity and drive evidence-based operational decisions

• Work with forecasters, schedulers, and intraday analysts to refine plans and ensure continuity of resourcing

• Provide project teams with process recommendations, workload/staffing forecasts, costs as required to support changes.

• Look for ways to innovate and improve processes in a Continuous Improvement environment
  

Knowledge, Experience and Skills

• Minimum of Bachelor degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience

• Experience analyzing and modeling business process data

• Strong critical thinking & creative problem solving

• Demonstrated experience working with data, including transformation, manipulation, forecasting, and statistical modeling

• Experience working with time series data

• Familiarity with querying data using SQL

• Demonstrated success working collaboratively within a team to produce results

• Demonstrated ability to produce and communicate meaningful results from data

• Ability to effectively visualize and present complex data adapted to a variety of audiences to help with decision-making

• Ability to build partnerships, work collaboratively, and develop relationships with a variety of stakeholders

• Demonstrated ability to turn forecast volumes into capacity models

• 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.
  

Assets

• Experience visualizing data with Tableau

• Experience with R/Python or other advanced analytics tools

• Experience with Workforce Management Software (IEX, Genesys, Pega)

• Experience using large databases with complex relationships between tables

• Experience applying queueing theory to business problems

• Experience solving optimization problems

• Experience with Erlang calculations

• Experience supporting Call Centres and working with Call Centre data

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.

Salary Range:

Job Category:

Posting End Date: