Director, Workforce Planning

Date: Apr 16, 2021

Location: Toronto, ON, CA, M4W 1G9

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

 

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

Director, Workforce Planning

The Director, Workforce Planning provides strategic leadership, deep domain expertise on workforce planning and ownership of Operating Expenses for their line of business.  Working closely with site leadership, Care Ops SLT, and Finance, the incumbent will bring a fact-based, highly analytical approach to all decision making that will help translate opportunities into actionable strategy/tactics, and then drive alignment and accountability across all groups for those strategies/tactics. The individual must maintain an intimate knowledge of all drivers of call centre capacity planning, avoiding potential roadblocks in achieving our long-term goals.

 

Core Competencies

  • Builds strong relationships that enable successful collaboration with middle management and senior level stakeholders and drive ownership and alignment of strategic objectives
  • Ability to develop long term strategy, clearly articulate vision and goals and implement
  • Ability to gather, synthesize, and present pertinent information clearly and concisely to a broad audience
  • Demonstrable external strategic focus on market intelligence, industry best practices, emerging workforce planning technologies
  • Exceptional verbal and written communication / presentation skills that effectively “zooms in” and “zooms out” as appropriate for the target audience
  • A change mindset that enables personal adaptability to change and strong change leadership experience and capabilities
  • Demonstrated business, financial and organizational acumen
  • Proven experience coaching and developing talent; ability to grow top talent
  • Demonstrated ability to build, lead and motivate a high-performing team in a fast-paced environment

Responsibilities:

  • Define and lead Roger’s Workforce Management strategy to optimize productivity and increase client satisfaction
  • Lead in the development of WFM business strategy and requirements to support new systems, enhancements, or new product implementation
  • Enable nimble responsiveness to service levels through strategic and balanced mobilization of  the resources to the appropriate areas
  • Provides leadership and direction to the workforce management team across a breadth of  workforce management accountabilities, including forecasting, scheduling, capacity planning, volumes, and approving off-phone activities
  • Conduct forecasting to create staffing schedules for SLA achievement
  • Responsible for the awareness and alignment of forecasting/capacity planning with leaders of all business segments.
  • Create and maintain an environment that encourages input and feedback from team members, continually improving the forecasting and scheduling projections across all contact channels.
  • Develop a communication strategy for senior leaders to discuss service level/staffing risks.
  • Evaluate and recommend opportunities for process or system improvements and/or enhancements.
  • Assist in the development and implementation of call routing strategies associated with call distribution and routing.
  • Coordinate reporting related to workforce management. Verify agent adherence to schedules and report planned versus actual staffing data (productivity, adherence, etc.)
  • Manage output from forecast team, reviewing updated forecasts based on historical patterns, and run analysis in the effectiveness of historical data to the business model.
  • Lead the effort of building staffing strategies that support multi-site, multi-touchpoint, multi-lingual, multi-skilled customer contact center(s) and that account for growth, seasonal variations, special events affecting volumes and other cyclical patterns
  • Train and educate business partners on workforce management including creating and delivering presentations for senior leaders.
  • Identify opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls, and ensure maximum productivity and efficiency.
  • Work with key stakeholders across a fast-paced, collaborative environment

Required Qualifications:

  • Bachelor’s Degree with a major area of concentration in Business Administration or equivalent.
  • Minimum of 5 years workforce management experience in a leadership capacity
  • Extensive experience in the discipline of Workforce Management in a Multi-Channel environment required.
  • Management experience in the Workforce Management function and managing virtual teams preferred. 

 

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Workforce / Scheduling
Requisition ID: 218459
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

 
Posting Notes:  Corporate 


Job Segment: Manager, HR, Call Center, Management, Human Resources, Customer Service

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